Teramind · 7 hours ago

Enterprise Customer Success Manager

United States

Full-time

Remote

Senior Level

5+ years exp

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Cyber SecurityEnterprise Software

Growth Opportunities

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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 our 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 work with Account managers to close the deal

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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B2B Customer SuccessAccount ManagementCustomer Success frameworksSubscription renewal managementCustomer relationship managementCybersecurity industry experience