Enterprise Customer Success Manager (18 month contract)

The role

The Enterprise Customer Success Manager will drive success and satisfaction for a diverse customer portfolio including top Enterprise customers and complex integrations. You will execute strategic customer success initiatives and work with cross-functional teams to align with business goals.

What you will do

• Develop and execute customer success strategies for satisfaction, onboarding, retention, and revenue growth
• Collaborate with cross-functional teams to align initiatives with business objectives
• Act as a key advocate for customers within the organisation
• Use industry trends to give customers strategic recommendations
• Analyse customer performance metrics and prepare reports for internal stakeholders
• Use data-driven insights to spot opportunities for improvement and innovation
• Implement strategies to improve customer retention
• Identify and address factors that may contribute to churn
• Identify and track cross-sell and upsell opportunities
• Partner with Sales and Marketing to implement customer expansion strategies

Required qualifications

• Experience advocating for customers at an executive level within an organisation
• Track record of driving customer growth through successful cross-sell and upsell initiatives
• Proven ability to collaborate across departments to drive overall business success
• Experience working with SaaS products in the technology industry

Nice to have

• College or university degree, or equivalent work experience
• Strong skills using data analytics to drive insights and improvements
• Proven ability to give strategic recommendations based on industry insights
• Previous experience or certifications in customer success or customer support

Benefits

• 32 days of paid time off per year
• Company-paid benefits that start on day 1
• Remote-friendly and supportive flexible remote arrangements
• Work-from-home allowance
• Professional development budget

Before you apply

• The selected candidate will be required to complete a background check

About the company

Certn is changing how trust works with The World’s Easiest Background Check. They are a remote-first company of curious, collaborative builders.