Swooped ยท 16 hours ago
Enterprise Customer Success Manager
United States
Full-time
Remote
Senior Level
5+ years exp
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Responsibilities
Build and maintain strong, long-term relationships with enterprise customers, acting as the primary contact post-sale.
Ensure successful onboarding of new customers by managing implementation timelines, training, and adoption strategies. Partner with customers to ensure they realize the full value of the solutions.
Drive product adoption and utilization by understanding customer goals, sharing best practices, and aligning product capabilities with business objectives.
Act as a customer advocate, representing their needs internally and working closely with Product, Support, and Sales teams to influence product roadmaps and resolve issues.
Own the customer renewal process by proactively identifying and mitigating risks, managing renewal conversations, and ensuring high customer satisfaction and retention.
Identify opportunities for upsell and cross-sell within assigned customer accounts and collaborate with Account Managers to close deals.
Monitor and analyze key metrics related to customer health, taking action on potential risks or areas of improvement.
Conduct regular strategic reviews with assigned customers, providing insights into their usage, demonstrating ROI, and aligning with future goals.
Deliver customer training sessions and enablement resources to ensure ongoing product success.
Multi-thread relationships across customer organizations to ensure broad engagement and product adoption.
Monitor, measure, and improve leading indicators of customer relationship health such as product use, engagement, NPS, and Customer Satisfaction.
Qualification
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Required
5+ years in a B2B customer-facing role, preferably in Customer Success or Account Management.
Strong understanding of Customer Success frameworks and lifecycle management.
Demonstrated success in driving customer adoption, retention, and expansion.
Experience with subscription renewal management.
Extreme attention to detail and strong organizational skills.
Excellence in building and managing high-level customer relationships.
Willingness to roll up sleeves and understand the finer technical points of the product.
Ability to have high-stakes conversations with a variety of stakeholders.
Preferred
Experience in the cybersecurity industry is a plus.
Benefits
High-quality health benefits.
Retirement plan with employer match.
Career growth opportunities.
Flexible Time Off and Paid Time Off benefits.
Professional development budget.
Company
Swooped
Swooped is a job search platform using AI to optimize resumes and cover letters, focusing on remote job opportunities.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase
