Customer Success Manager – Enterprise & Strategic Accounts

Quadient; Milford (CT); Remote; USD 115,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Success Manager to drive adoption and growth for enterprise clients. In this pivotal role, you will manage complex accounts, develop strategies to enhance customer retention, and collaborate with cross-functional teams to ensure exceptional service delivery. You will leverage your expertise to influence customer engagement and drive net revenue retention above 100%. This is a fantastic opportunity to make a significant impact in a forward-thinking organization that values innovation and personal growth. Join a team dedicated to empowering connections and transforming customer experiences.

Benefits

Flexible Work

Endless Learning Opportunities

Inclusive Community

Comprehensive Rewards

Employee Assistance Program

Qualifications

• 3+ years in customer success focusing on enterprise accounts.
• Proven track record managing C-suite relationships.

Responsibilities

• Manage complex accounts focusing on revenue growth.
• Collaborate with sales and support teams for customer satisfaction.

Skills

Customer Success Management

Account Growth Strategy

Stakeholder Management

Negotiation Skills

Analytical Skills

Communication Skills

Education

Bachelor’s degree in Business

MBA

Tools

CRM Software

Internal Tracking Tools

Job description

Full time Customer Success Manager – Enterprise & Strategic Accounts Milford - United States of America - Remote Apply

At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels.

People-powered

Quadient helps people connect with what matters, thanks to solutions that enable our customers to create meaningful and personalized interactions. Want to commit your talent to an organization that truly values your contribution? Looking for a place where you can be a game changer, innovate, and unleash your true potential? We call it: The Power Of You.

This individual will be responsible for the adoption, expansion, and renewals for our enterprise customers in Quadient. The Customer Success Manager will help to ensure our enterprise customers adopt our enterprise software solutions, drive the usage of those solutions, and develop opportunities to expand the usage. Done well, this will lead to customer renewals and retention. The Customer Success Manager is expected to drive net revenue retention at a rate above 100% by leveraging product, market, and business expertise. The Customer Success Manager will monitor customer health regularly, drive regular business reviews, and define long-term journeys that lead to deeper and broader usage of Quadient’s solutions. This is expected to include cross-sells as well.

Your role in our future:

1. Manage and grow complex accounts with a focus on revenue growth and customer strategy.
2. Lead large-scale engagement strategies to ensure customer satisfaction and loyalty.
3. Proactively identify and mitigate churn risks to enhance customer retention.
4. Directly influence customer retention and expansion through strategic initiatives.
5. Collaborate cross-functionally with sales, product, and support teams to deliver exceptional customer experiences.
6. Ensure enterprise customers adopt and effectively use our software solutions.
7. Develop and execute strategies to drive the usage and expansion of our solutions.
8. Conduct regular business reviews and monitor customer health.
9. Define and implement long-term customer journeys to deepen and broaden solution usage.
10. Identify and execute cross-sell opportunities.
11. Coordinate solution development efforts that best address customer needs.
12. Update and maintain Customer account data in CRM or internal tracking tools with the most relevant account details.
13. Proactively drive accounts with minimal oversight.
14. Drive net revenue retention at a rate above 100%.
15. Develop and implement strategies for customer adoption, expansion, and retention.
16. Conduct regular business reviews to assess and improve customer health.
17. Collaborate with cross-functional teams to enhance customer experiences and outcomes.
18. Identify and mitigate churn risks proactively.
19. Define long-term customer journeys to ensure deeper and broader usage of solutions.

Your Profile:

1. Minimum of 3 years in customer success, with a strong focus on enterprise accounts.
2. Proven track record of managing C-suite relationships and driving account growth.
3. Demonstrated success in developing and executing customer engagement strategies.
4. Advanced negotiation and stakeholder management skills.
5. Deep industry knowledge and the ability to apply it to customer strategies.
6. Strong strategic planning and data-driven decision-making abilities.
7. Excellent communication and interpersonal skills.
8. Bachelor’s degree in business, Marketing, or a related field. MBA is a plus.
9. Proven ability to work in a fast-paced, dynamic environment.
10. Strong analytical and problem-solving skills.

This position has a target base salary of: $115,000.00

Connect with Quadient

At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels.

People-powered

Quadient helps people connect with what matters, thanks to solutions that enable our customers to create meaningful and personalized interactions. Want to commit your talent to an organization that truly values your contribution? Looking for a place where you can be a game changer, innovate, and unleash your true potential? We call it: The Power Of You.

This individual will be responsible for the adoption, expansion, and renewals for our enterprise customers in Quadient. The Customer Success Manager will help to ensure our enterprise customers adopt our enterprise software solutions, drive the usage of those solutions, and develop opportunities to expand the usage. Done well, this will lead to customer renewals and retention. The Customer Success Manager is expected to drive net revenue retention at a rate above 100% by leveraging product, market, and business expertise. The Customer Success Manager will monitor customer health regularly, drive regular business reviews, and define long-term journeys that lead to deeper and broader usage of Quadient’s solutions. This is expected to include cross-sells as well.

Your role in our future:

1. Manage and grow complex accounts with a focus on revenue growth and customer strategy.
2. Lead large-scale engagement strategies to ensure customer satisfaction and loyalty.
3. Proactively identify and mitigate churn risks to enhance customer retention.
4. Directly influence customer retention and expansion through strategic initiatives.
5. Collaborate cross-functionally with sales, product, and support teams to deliver exceptional customer experiences.
6. Ensure enterprise customers adopt and effectively use our software solutions.
7. Develop and execute strategies to drive the usage and expansion of our solutions.
8. Conduct regular business reviews and monitor customer health.
9. Define and implement long-term customer journeys to deepen and broaden solution usage.
10. Identify and execute cross-sell opportunities.
11. Coordinate solution development efforts that best address customer needs.
12. Update and maintain Customer account data in CRM or internal tracking tools with the most relevant account details.
13. Proactively drive accounts with minimal oversight.
14. Drive net revenue retention at a rate above 100%.
15. Develop and implement strategies for customer adoption, expansion, and retention.
16. Conduct regular business reviews to assess and improve customer health.
17. Collaborate with cross-functional teams to enhance customer experiences and outcomes.
18. Identify and mitigate churn risks proactively.
19. Define long-term customer journeys to ensure deeper and broader usage of solutions.

This position has a target base salary of: $115,000.00

and annual commission target of: $69,000.00

Quadient, Inc. has target base salary and target incentive compensation for our sales roles, that are based on function, level, and scope. To provide greater transparency to candidates, we share these targets on all job postings. Final base and incentive offers are determined by multiple factors, which may include (but are not limited to) geographic location and candidate experience and expertise. As such, they may vary from the targets listed.

Rewards & Benefits

Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.

Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.

Inclusive Community: Join diverse communities and engage in our Philanthropy program.

Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.

Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.

Be yourself at Quadient

Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture that embraces differences and values every voice.

We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at [e-mail]

Quadient is an Equal Employment Opportunity Employer*: We believe that diversity brings benefits to our customers, our business, and our people so we are committed to being an inclusive employer. We encourage applications from all suitable applicants, regardless of background. We firmly believe in zero discrimination in employment on any basis, including gender, race, ethnicity, religion or belief, national origin, age, disability, marital status, sexual orientation, gender identity, citizenship status, veteran status, and any other protected characteristics.

*This includes being an Affirmative Action Employer in the United States.

People. Connected.

• Milford - United States of America - Remote