Enterprise Customer Success Manager

Confluent - Providence, RI

Full-time - Mid Level

Providence, RI

Publishing Industries

About the position

The Enterprise Customer Success Manager at Confluent plays a crucial role in ensuring customer success, driving renewals, and expanding subscriptions within Enterprise accounts. This position is integral to the sales team, focusing on proactive management of the renewal portfolio and customer retention activities. The manager will serve as the primary point of contact for assigned customers, overseeing the entire renewal process, which includes quotation, negotiation, and closing activities. The role requires submitting accurate and timely renewal sales forecasts through Salesforce.com, identifying opportunities for expansion and upselling, and collaborating with various Confluent resources to ensure ongoing customer success. In this role, the Enterprise Customer Success Manager is expected to meet and exceed quarterly renewal targets while maintaining a proactive engagement strategy with existing customers. This includes meeting daily and weekly touchpoint goals to ensure a consistent cadence of communication. The manager will promote the use of Confluent features and technology, support relationships with key users and decision-makers, and proactively identify and escalate any issues or risks for prompt resolution. Additionally, the manager will work to develop and nurture customers into strong advocates for Confluent, championing their requirements within the company and contributing to the continual improvement of best practices for customer engagement and satisfaction. The position also involves increasing customer executive engagement and facilitating invitations to headquarters, marketing, and customer engagement events. Overall, the Enterprise Customer Success Manager is a vital link between Confluent and its customers, ensuring that the value of the products is communicated and realized effectively.

Responsibilities

• Meet/exceed quarterly renewal targets by proactively managing renewal portfolio and customer retention activities as a member of a sales team.
• Serve as primary POC for assigned customers in securing renewal - including quotation, negotiation, and closing activities.
• Submit accurate and timely renewal sales forecasts through Salesforce.com.
• Identify and collaborate with the sales team regarding expansion, upsell, and additional service/support opportunities within accounts.
• Coordinate the engagement of other Confluent resources (e.g. Customer Operations, Customer Success, Sales, Sales Engineering, etc.) to ensure ongoing customer success.
• Meet and exceed daily and weekly touchpoint goals for existing customers to ensure proactive cadence (e.g. every 30-days).
• Promote the use of Confluent features and technology.
• Support and maintain relationships with key users and decision-makers at assigned customers, keeping them connected to value being added by our products.
• Proactively identify issues/risks and escalate internally for prompt resolution.
• Develop and nurture customers to become strong advocates on behalf of Confluent.
• Champion and advocate for Enterprise customer requirements within Confluent.
• Contribute to continual improvements to our best practices for engagement, value-add, and renewal to meet long-term customer satisfaction and renewal goals.
• Increased customer executive engagement and helped arrange for executive invites to headquarters, marketing, and customer engagement events.

Requirements

• Experienced and able to communicate effectively with business executives and leaders about the technical, account, and financial aspects of their business relationship with Confluent.
• Experience with the sales discovery process and customer service escalation models.
• Experience running Executive level reviews in person.
• Highly motivated, goal-driven, outgoing, inquisitive, and customer-centric.
• Honest and transparent partner to customers, winning and keeping their trust.
• Exceptionally well organized / detail-oriented with outstanding oral and written skills.
• Technically competent with a fundamental understanding of Confluent technology, offerings, and value propositions.
• Experience in tracking sales activities, customer data, and customer status.
• Ability to multi-task across a high number of accounts at any given time.
• Bachelor's degree or equivalent experience.
• 4+ years of B2B experience in account management, sales, or consulting roles with proven results within global, high-growth technology companies.
• Salesforce.com experience.

Nice-to-haves

• Consulting experience a plus.
• Ability to command a room - public speaking experience a plus.

Benefits

• Competitive pay and benefits in line with industry standards.
• Annual estimated salary of $99,100 - $116,460 USD.
• Competitive equity package.
• Eligibility for additional commission and/or bonus pay.