Enterprise Customer Success Manager

Navan - Palo Alto, CA

Full-time - Mid Level

Palo Alto, CA

Administrative and Support Services

About the position

As an Enterprise Customer Success Manager, you will play a pivotal role in ensuring the success of our key named and strategic customers. Your primary responsibility will be to act as a trusted advisor, guiding these customers through their journey with our platform and ensuring they derive maximum value from our solutions throughout their lifecycle. This involves a deep understanding of customer requirements, effective onboarding of new customers, conducting comprehensive product training, and driving both adoption and retention. Your efforts will be crucial in maintaining ongoing customer satisfaction, which is essential for our business's success. In this role, you will engage with C-suite executives and other key stakeholders within our customer organizations, as well as collaborate with various internal teams including Sales, Support, Marketing, Product, Engineering, and Finance. Your ability to build strong relationships and communicate effectively will be vital as you manage all post-sales activities for our Enterprise customers. You will oversee complex integration cycles and develop key relationships within customer subteams, such as Finance and HR, to ensure a seamless experience. You will also be responsible for developing a trusted advisor relationship with your customers, aligning their business strategies with our solutions, and identifying success metrics. Regular health checks will be part of your routine to assess customer satisfaction, drive adoption, and reduce churn. You will serve as the voice of the customer, providing valuable internal feedback to enhance our offerings and maximize customer value. Additionally, you will conduct regular check-in calls and strategic business reviews to ensure alignment and retention, while also collaborating with Product and Engineering teams to track enhancement requests and resolve any escalations that may arise. Your role will also involve improving our existing customer engagement and account management approaches, leveraging our Customer Success platform to enhance the overall customer experience. This position requires a proactive mindset, excellent project management skills, and the ability to thrive in a high-pressure environment while managing high-value customers.

Responsibilities

• Manage all post-sales activity for Enterprise customers through strong relationship-building, product knowledge, planning, and execution
• Manage complex integration cycles and relationships with each Enterprise customer, developing key relationships and executing within customer subteams (Finance, HR, etc.)
• Develop a trusted advisor relationship with customers (C-suite) to ensure goals are aligned from a business strategy perspective and success metrics are identified
• Work closely with your Account Executive counterpart to develop a joint success plan for your customers
• Constantly assess 'health checks' for your customers to drive satisfaction, adoption, retention, and reduce churn
• Serve as the 'voice of the customer' and provide internal feedback on how we can better serve them to maximize customer value and retention
• Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
• Increase customer retention and ensure alignment by conducting regular check-in calls and Quarterly & Strategic Business Reviews
• Work closely with Product and Engineering on identification/tracking of enhancement requests
• Handle escalations and work across teams to resolve issues
• Improve upon our existing approaches to customer engagement and account management leveraging our CS platform

Requirements

• 5+ years of experience in Enterprise Customer Success Management
• Excellent project management and organizational skills in a high pressure environment, working with high value customers
• Ability to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
• Attention to detail is a must
• High energy, go-getter with fresh ideas who takes the initiative to get things done
• Bachelor's degree preferred or similar working experience