Customer Success Manager

Customer Success Manager

Department: Customer Success

Employment Type: Permanent – Full Time

Location: Clearwater

Reporting To: Daniel Fisher

Compensation: $60,000 – $70,000 / year

Description

Enumerate is looking for an experienced Customer Success Manager to join the team! A Customer Success Manager prioritizes building positive relationships with our existing customers and then helping them gain access to resources and tools to be successful in using Enumerate products. Customer Success Managers help customers grow with our software by conducting quarterly business reviews (QBRs) with key accounts, sharing new product capabilities, increasing adoption, channeling feedback to engineering, and ensuring timely renewals and capacity expansion. A Customer Success Manager’s responsibilities include resolving customer queries, recommending solutions, and using excellent communication skills to earn clients’ trust. This is a remote role, and the compensation is a mix of base plus bonus. The OTE for this role is $70,000.

Key Responsibilities

• Be a trusted advisor and partner for our clients, developing a deep understanding of key account needs. 
• Be the voice of the customer and navigate internal processes with stakeholders from various teams.
• Plan, present and effectively lead quarterly business reviews with clients to inform them about their ROI through using our software.
• Identify upsell opportunities to maximize customer growth. 
• Drive feature adoption and renewals for a portfolio of 200+ accounts
• Demonstrate detailed knowledge of customers’ business challenges, opportunities, and how our products and solutions address them; measure and monitor customer critical metrics regularly.
• Collaborate with the sales team to identify and grow opportunities within the territory. 
• Share feature requests and information with Product team as required. 
• Assist with challenging customer requests or issue escalations as needed.

Skills, Knowledge & Expertise

• Deep understanding of SaaS products, with proficiency in Microsoft Office
• Solid experience with CRM software (e.g. Salesforce, Zoho CRM, MS Dynamics or similar) 
• Proven ability to grow accounts, win back customers and negotiate with key stakeholders 
• Independent problem-solver.
• Excellent listening, negotiation, and presentation abilities 
• Strong verbal and written communication skills 
• Ability to organize a daily workload by priorities and to meet deadlines in a fast-paced quickly changing environment.
• Ability to travel 5% of the time if needed