Enterprise Customer Success Manager (Remote LATAM)

About the Role
 
As an Enterprise Customer Success Manager, you will be the strategic partner and trusted advisor to our largest and most strategic customers. Your primary goal will be to ensure that customers derive maximum value from our solutions, leading to increased adoption, retention, and advocacy. You will collaborate with internal teams such as Sales, Account Managers, Support, and Product to ensure a seamless customer experience. This role requires a strong understanding of enterprise customer profiles, excellent communication skills, and a passion for driving customer

ConfidentialUPGRADE
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Responsibilities

• Build and maintain strong, long-term relationships with enterprise customers, acting as the primary contact post-sale


• Ensure successful onboarding of new customers by managing implementation timelines, training, and adoption strategies. Partner with customers to ensure they realize the full value of our solutions


• Drive product adoption and utilization by understanding customer goals, sharing best practices, and aligning product capabilities with business objectives


• Act as a customer advocate, representing their needs internally and working closely with Product, Support, and Sales teams to influence product roadmaps and resolve issues


• Own the customer renewal process by proactively identifying and mitigating risks, managing renewal conversations, and ensuring high customer satisfaction and retention


• Identify opportunities for upsell and cross-sell within assigned customer accounts and work with Account managers to close the deal


• Monitor and analyze key metrics related to customer health, taking action on potential risks or areas of improvement


• Conduct regular strategic reviews with assigned customers, providing insights into their usage, demonstrating ROI, and aligning with future goals


• Deliver customer training sessions and enablement resources to ensure ongoing product success


• Multi-thread relationships across customer organizations to ensure broad engagement and product adoption


• Monitor, measure, and improve leading indicators of customer relationship health such as product use, engagement, NPS, and Customer Satisfaction

 
 

Requirements

• 5+ years in a B2B customer-facing role, preferably in Customer Success or Account Management


• Strong understanding of Customer Success frameworks and lifecycle management


• Demonstrated success in driving customer adoption, retention and expansion


• Experience with HubSpot


• Experience with ChurnZero or similar Customer Success software


• Experience with subscription renewal management


• Extreme attention to detail and organizational skills


• Excellence at building and managing high-level customer relationships


• Willingness to roll up your sleeves and understand the finer technical points of the product


• Ability to have high-stakes conversations with a variety of stakeholders


• Experience in the cybersecurity industry is a plus

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