Enterprise Customer Success Manager

The Role

The Enterprise Customer Success Manager will manage Enterprise and select Strategic customer relationships, serving as a trusted advisor for their assigned portfolio. This role focuses on driving meaningful business outcomes across all Ncontracts solutions, ensuring revenue retention and uncovering expansion opportunities.

• Maintain a structured cadence of engagement, including executive-level Business Reviews.
• Collaborate closely with customers to understand their key objectives and support their long-term success.
• Manage a portfolio of Enterprise & Strategic clients in their post-sales customer journey, including kickoff, adoption, renewals, and advocacy.
• Drive business process recommendations to accelerate adoption, retention, expansion, and value achievement.
• Identify and resolve risks for high-touch Enterprise and Strategic level clients.
• Stay updated on evolving product/service offerings for high-touch Enterprise and Strategic level clients.
• Work cross-functionally with Product, Sales, Support, and others to facilitate conversations and drive outcomes.
• Track and monitor customer base and collaborate with account team on growth and expansion opportunities.
• Prepare and deliver Business Reviews effectively and strategically.
• Develop an advanced knowledge of our SaaS software solutions and related services.
• Develop a generalized understanding of our typical customer's business and the outcomes they look to achieve with our solutions.
• Develop a specific working knowledge of named customer's business and the outcomes they look to achieve with our solutions.
• Develop a working knowledge of the market and environment in which our customers operate.

Essentials

• 5+ years of proven experience in Customer Success, Account Management, Business Development, or another senior level client-facing role at a SaaS organization.
• Experience in working with complex, multi-divisional, multi-geographical customers.
• Experience developing relationships with customer C-Suite.
• Demonstrated ability to influence and/or affect change.
• Expert at juggling competing demands and managing limited time.
• Team-oriented and results-driven to get things done for our customers.
• Proven track record of being a strategic Customer Success Manager.
• Passionate about building a great company and a great product.
• Intellectually curious, adaptable, catalyst.
• Ideal team player: hungry, humble, smart.
• Customer-focused.

What We Offer

• A fun, fast-paced work environment.
• Responsible PTO Plan that meets or exceeds state and local medical and family leave laws.
• 11 paid holidays.
• Community and social events to keep you connected and engaged.
• Mental Health Benefits.
• Medical, Dental, and Vision insurance.
• Company-paid Group Life Insurance, Short- and Long-Term Disability.
• Flexible Spending Account & Health Savings Account.
• Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice.
• Pet Insurance.
• 2023 401(k) with company match with eligibility on Day 1 of employment.
• 2 Paid Volunteer Time Off Days.