Secure Code Warrior · 2 days ago

Enterprise Customer Success Manager

California, United States

Full-time

Remote

Mid Level

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Responsibilities

As an Enterprise Customer Success Manager, you will set the overall vision and strategic plan for your customers within our enterprise segment, focusing on driving product adoption, providing a positive customer experience, ensuring customer success with our platform, and driving growth and retention

Develop customer onboarding and success motions integrating processes, content, and data insights

Cultivate collaboration within the Secure Code Warrior Go-To-Market team and across your customer base

Drive operational practices to track performance of your clients, ensuring that a success plan is followed throughout their journey

Cultivate, build, and maintain relationships with multiple levels within your assigned customers' organization, from program management to economic decision-makers

Build and consistently present quality business reviews for your assigned book of business, showcasing metrics, defined value, outcomes, product roadmap, relationship alignment, and usage best practices

Work closely with renewals and sales management to align on account strategies, expansion and retention forecasting, risk mitigation, coverage plans, and account management best practices.Ensure future lifetime value through steadfast customer satisfaction, health score mapping, and overall meticulous efforts to drive continuous product adoption

Escalate client issues with speed and a sense of urgency, orchestrating resources across the company as appropriate in order to bring resolution

Help mitigate churn and drive expansion through strong customer advocacy and referenceability

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer SuccessAccount ManagementRenewalsSaaS ExperienceSoftware AdoptionClient StrategiesCollaboration Skills

Required

Proven experience working in customer success, account management, renewals, or sales

Demonstrated working experience within a technology or software company, ideally for a SaaS or subscription enterprise software company

Experience driving customer retention motions, customer growth, software adoption, and leveraging customer success best practices

Proven ability to develop client strategies, translate them into real initiatives, track successful delivery, and put customer technical programs into action

Ability to work with distributed teams across cultures and geographies

Possess strong communication and interpersonal skills

Agility and flexibility in responding to evolving business priorities and dealing with challenges

Experience successfully working with executives and decision-makers

Strong operational and business-building skills that will drive organizational efficiencies and customer satisfaction

Ability to collaborate across the organization and with external clients and partner stakeholders

A Bachelor's degree from an accredited college or university required