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Enterprise Customer Success Manager

unlimited holidays - extra holidays - extra parental leave
Remote: 
Full Remote
Contract: 
Full time
Experience: 
Senior (5-10 years)
Work from: 
District of Columbia (USA), United States

Offer summary

Qualifications:

5-7 years in CSM or account management, Strong track record in SaaS renewals, Exceptional relationship management skills, Proficiency with go-to-market frameworks, Understanding of web and mobile architecture.

Key responsabilities:

  • Develop trusted advisor relationships
  • Align partner activities with business objectives
  • Drive renewals and achieve retention targets
  • Collaborate cross-functionally for customer success
  • Share best practices with stakeholders
Contentsquare logo
Contentsquare Unicorn https://contentsquare.com/
1001 - 5000 Employees
HQ: Paris
About Contentsquare
Contentsquare delivers the power to make the digital world more human. Its AI-powered platform provides rich and contextual insight into customer behaviors, feelings and intent — at every touchpoint in their journey — enabling businesses to build empathy and create lasting impact. The global leader in digital experience analytics, Contentsquare helps brands everywhere transform the way they do business, allowing them to take action at enterprise scale and build customer trust with security, privacy and accessibility. More than 850 leading brands use Contentsquare to grow their business, deliver more customer happiness and move with greater agility in a constantly changing world. Its insights power the customer experience on over 1 million websites worldwide. Founded in Paris and with offices around the world, Contentsquare has raised $810m in investment funding from leading investors, including Softbank, BlackRock and others.
See more Contentsquare offers

Job description

As a member of our Enterprise Customer Success team, you will be instrumental in maximizing customer lifetime value and driving revenue growth within a multi-million dollar book of business of post-sales customers.  You will be responsible for building lasting relationships – with executives, front-line leadership, and platform end users alike –  from kickoff to renewal via ongoing strategic guidance that demands executive alignment on goals and value and supports change management, mutual accountability to execution, strong adoption, value realization, and customer satisfaction. This role will necessitate partnering closely with a large cross-functional team - including members of Implementation, Enablement, Customer Experience, Sales, and Product - to ensure the customer is supported at every stage of their journey.

What you’ll do:
  • Relationship Management: Develop and maintain a trusted advisor relationship with key customer stakeholders & executive sponsors
  • Executive Alignment: Demonstrate an intimate and aligned understanding of the customer - their business, opportunities, challenges, objectives, and overall data maturity  Prepare and lead strategic meetings with executive leadership that advance customer maturity and adoption and drive actionable and measurable outcomes and partnership success 
  • Drive Value: Align all partnership activities with key business objectives and measurable value outcomes, continuously demonstrating and communicating the value realized of our solutions to end users and buying committee
  • Customer Advocacy: Act as the main point of contact and advocate for customers internally
  • Program Management: Collaborate cross-functionally with other departments across the customer lifecycle, ensuring partnership and renewal success
  • Success Planning: Hold regular calls with customers to help them strategize best how to use the product(s) to achieve their goals and drive joint accountability to execution to realize success
  • Subject Matter Expert: Contribute to the customer’s digital CX strategy and optimization roadmap, answer questions relating to product usage, and keep customers informed of Contentsquare news and product updates
  • Renewal Management/Commercial Strategy: Drive renewals to successful completion in close collaboration with Sales to achieve gross retention targets while owning the renewal process for ‘low growth’ accounts, developing and executing strategies to ensure high renewal rates and minimize churn
  • Upsell Identification: Collaborate with Sales teams to identify and drive growth opportunities contributing to upsell targets
  • Thought Leadership: Proactively share best practices, thought leadership, and industry trends, most notably with senior and executive stakeholders

    • What you’ll need to succeed:
  • 5-7 years experience in CSM or similar consultative, customer-facing role (account management, management consulting), with a strong track record of supporting change management and driving adoption, renewals and upsells in a SaaS or subscription-based business
  • Outstanding organizational and project management skills, with an ability to manage multiple tasks and requests and a large and varied book of business (i.e. size, industry, and use case) 
  • Exceptional relationship management, with an emphasis on proven ability to build, maintain, and grow relationships at an executive level
  • Self-motivated, innovative orientation, operating as a team player and collaborating effectively across departments and functions to achieve common goals
  • Operational rigor and accuracy
  • Proficiency with Command of the Message Framework, MEDDIC, and other common go-to-market frameworks. 
  • Analytics mindset, comfortable analyzing digital customer experience metrics and leveraging insights to generate actionable recommendations for web and app optimizations
  • Proficient understanding of web and mobile app architecture, design, and development
  • Ability to thrive in a fast-paced, dynamic environment and effectively manage competing priorities
  • Proven experience in a customer-facing role, with a strong track record of driving renewals and upsells in a SaaS or subscription-based business
  • Exceptional communication and negotiation skills, with the ability to influence and persuade at all levels of an organization

    • Required profile

    Experience

    Level of experience: Senior (5-10 years)
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Thought LeadershipBusiness AlignmentMessage BrokerProduct RenewalsProject ManagementNegotiation StrategiesMedDRAChange ManagementAnalyticsProject CollaborationCustomer Success ManagementMobile Application DesignOperational Due Diligence

    Other Skills

    • Relationship Management
    • Self-Motivation
    • Program Management
    • Organizational Skills
    • Verbal Communication Skills
    Are you interested?

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