Enterprise Customer Success Manager

Secure Code Warrior; City of Westminster; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading software company in the UK is seeking an Enterprise Customer Success Manager to set the strategic vision for customers and drive product adoption. Candidates should have a strong background in customer success, account management, and experience in SaaS environments. You will collaborate with various teams, ensuring a positive customer experience while cultivating strong relationships at all organizational levels. This role offers an opportunity to impact customer satisfaction and retention significantly.

Qualifications

• Proven experience in customer success or account management.
• Experience within a SaaS or subscription enterprise software environment.
• Strong communication skills and ability to work with diverse teams.

Responsibilities

• Set vision and strategic plan for customer success.
• Drive product adoption and ensure customer satisfaction.
• Build relationships with multiple levels within customer organizations.

Skills

Customer success management

Account management

SaaS experience

Communication skills

Operational efficiency

Interpersonal skills

Education

Bachelor's degree

Job description

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

Qualifications

• 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 skillsAgility 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 Bachelors degree from an accredited college or university required