Enterprise Customer Success Manager

About the position

The Enterprise Customer Success Manager (CSM) is responsible for managing strategic relationships with Propelus's enterprise customers. The CSM will work to ensure the long-term success, satisfaction, and growth of assigned accounts by driving product adoption, identifying upsell and cross-sell opportunities, and aligning the company’s offerings with the customer’s evolving business needs. The Enterprise CSM will serve as the primary point of contact for executive stakeholders, ensuring that the customer derives maximum value from the company’s products and services throughout the lifecycle of the account.

Responsibilities

• Build and maintain strong relationships with key stakeholders at the executive and decision-making levels within key accounts.
• Identify and drive opportunities for revenue growth within enterprise accounts through strategic upselling, cross-selling, and expansion.
• Develop and execute customized success plans for each enterprise customer, ensuring that they are fully leveraging the company’s solutions.
• Collaborate closely with Sales, Product, and Support teams to ensure a seamless customer journey from onboarding to expansion.
• Monitor and assess customer health indicators for early identification of potential risks to account retention or growth.
• Act as the customer advocate internally, ensuring their voice is heard in strategic discussions.
• Track, analyze, and report on key performance metrics, including customer success KPIs, revenue retention, and product adoption.
• Develop deep product expertise and a solid understanding of the customer’s industry, challenges, and competitive landscape.

Requirements

• Bachelor's degree (or equivalent experience).
• 5+ years of experience in customer success, account management, or a related role, focusing on managing enterprise accounts.
• Proven track record of managing large, complex accounts, emphasizing account growth, upselling, and cross-selling.
• Demonstrated ability to build and nurture relationships with C-level executives and senior organizational stakeholders.
• Exceptional communication, negotiation, and presentation skills, with the ability to influence and align diverse stakeholders.
• Highly organized with strong project management and multitasking skills, capable of managing multiple accounts simultaneously.
• Strong problem-solving abilities, with a solution-oriented mindset and the ability to navigate complex challenges.
• Proficiency in CRM platforms (e.g., Salesforce) and customer success tools (e.g., Gainsight, ChurnZero).
• Ability to work cross-functionally and collaborate effectively with teams such as Sales, Product, Marketing, and Support to drive customer success.

Benefits

• Professional development allowance to help you grow in the ways that mean the most to you.
• Flexibility for balancing work with the rest of life and ample PTO, including paid time off for volunteering and for becoming a new parent.
• 401K with company matching, as well as financial planning education and resources.
• Employees choose from HSA, FSA and traditional insurance options for medical, dental, and vision coverage for themselves and dependents.
• Wellness benefits - we’ll help you pay for fitness endeavors and organic produce delivery services.