Swooped ยท 23 hours ago
Customer Success Manager, Enterprise
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Responsibilities
Understand and align customer goals with strategies to achieve measurable success metrics.
Utilize established Success plays to create impactful results.
Monitor customer health, renewal timelines, and business goals to develop joint success strategies.
Lead complex customer discussions, collaborating across teams to address feedback and build customer loyalty.
Build and manage relationships across a portfolio, ensuring alignment with customer objectives and strengthening partnerships.
Provide expert guidance on maximizing platform functionality, identifying new use cases, and ensuring long-term value.
Conduct Business Reviews across various levels of stakeholders to share outcomes, gather feedback, and refine strategies.
Stay updated on product developments to enhance customer adoption.
Identify opportunities to improve Success processes and elevate the overall customer experience.
Qualification
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Required
3+ years of experience in customer-facing roles, ideally with SaaS enterprise customers or technology companies.
Proven expertise in supporting large-scale technology solutions.
Strong presentation, organizational, and communication skills (written samples may be requested).
Enthusiastic about learning new technologies and solving business challenges with technical solutions.
Ability to navigate complex dynamics across various departments such as Legal, Sales, Procurement, and IT.
Collaborative, goal-oriented, and focused on achieving results.
Willingness to travel for customer meetings and conferences (up to 20%).
Preferred
Familiarity with Contract Lifecycle Management (CLM) and legal operations processes is a plus.
Benefits
Health, dental, and vision insurance
401k
Wellness reimbursement
Flexible vacation policy
Generous parental leave for both primary and secondary caregivers