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Enterprise Customer Success Manager

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CaptivateIQ

3mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Sales & Business Development
  • Quick Apply

AI generated summary

  • You need 5+ years in customer success or account management in SaaS, strong communication skills, experience with enterprise accounts, and a background in incentive compensation management is a plus.
  • You will develop success plans for customers, monitor platform usage, address issues, advocate for needs, drive renewals, and identify upsell opportunities to ensure satisfaction and growth.

Requirements

  • 5+ years of experience in customer success, account management, or a related role, in a SaaS environment
  • Proven track record of managing and growing enterprise-level customer relationships ($100k+ ARR)
  • Strong communication, presentation, and negotiation skills, with the ability to influence stakeholders at all levels
  • Highly organized, self-motivated, and able to work independently in a fast-paced environment
  • Aptitude to understand a technical product and to effectively speak to product features with customers
  • A problem solver end to end with an ability to think strategically and structure complex issues into digestible frameworks, and follow up with strong execution
  • Experience with incentive compensation management, sales performance management, or related fields is highly desirable

Responsibilities

  • Understand customer business objectives and needs, develop tailored success plans to help them achieve these goals, and regularly review progress towards those goals through check-ins and business reviews.
  • Become a trusted advisor to customers throughout their onboarding, rollout, adoption, and renewal/expansion of CaptivateIQ.
  • Serve as a subject matter expert on CaptivateIQ’s platform and provide ongoing best practice use cases of CaptivateIQ based on the understanding of customers' business, needs, and desired outcomes.
  • Advocate for customer needs and requirements within the company, influencing product development and roadmap, as well as service improvements.
  • Monitor customer usage and adoption of the platform, identifying opportunities for improvement and growth.
  • Proactively identify and address any issues or challenges customers may face, providing solutions and best practices, and partnering with internal stakeholders to address those challenges in a proactive and timely manner.
  • Drive customer retention and renewal efforts, ensuring high customer satisfaction and loyalty. Negotiate contract renewals and extensions, ensuring continued partnership and success.
  • Identify upsell and cross-sell opportunities within assigned accounts, collaborating with internal stakeholders to expand account value.

FAQs

What is the primary role of the Enterprise Customer Success Manager?

The primary role of the Enterprise Customer Success Manager is to act as a key advocate for enterprise clients, ensuring they achieve maximum value from the platform by developing tailored success plans, maintaining strong relationships, and providing strategic guidance throughout their onboarding, adoption, and ongoing satisfaction.

What experience is required for this position?

A minimum of 5 years of experience in customer success, account management, or a related role within a SaaS environment is required, along with a proven track record of managing and growing enterprise-level customer relationships with $100k+ ARR.

What skills are essential for an Enterprise Customer Success Manager?

Essential skills include strong communication, presentation, and negotiation abilities, organizational and self-motivation skills, technical understanding of the product, strategic thinking, and problem-solving capabilities.

How does the Enterprise CSM contribute to customer retention?

The Enterprise CSM drives customer retention and renewal efforts by ensuring high levels of customer satisfaction and loyalty, negotiating contract renewals and extensions, and proactively addressing issues or challenges that may arise.

Are there opportunities for career growth in this position?

Yes, there are opportunities for career growth, including identifying upsell and cross-sell opportunities within assigned accounts and collaborating with internal stakeholders to expand account value.

What type of compensation can the successful candidate expect?

The successful candidate can expect a competitive base salary determined by job-related skills and experience, market conditions, and other factors, with potential eligibility for incentive compensation, equity, and other benefits.

How can I be sure that I’m applying for a legitimate job at CaptivateIQ?

To ensure you're applying for a legitimate job, be cautious of communications from free web-based email accounts, requests for payments, or premature requests for personal information. Official recruitment communications will be from verified company email addresses, and offers will follow multiple rounds of interviews.

Do I need experience in incentive compensation management to apply?

While experience in incentive compensation management, sales performance management, or related fields is highly desirable, it is not strictly required to apply for the position.

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CaptivateIQ

The agile commission solution.

Technology
Industry
201-500
Employees
2017
Founded Year

Mission & Purpose

CaptivateIQ, the agile commission solution, enables companies to consistently align revenue teams with evolving business goals. Combining flexibility with ease of use, CaptivateIQ offers leading companies like Gong the ability to build any commission plan, save time in payout processing, and motivate sales reps through real-time visibility.