Growth Enterprise Customer Success Manager

About the Role

Key Responsibilities

• Manage a portfolio of approximately 50 accounts with proactive, high-touch support throughout the customer journey.
• Launch and train new customers, ensuring smooth onboarding and platform adoption.
• Support customers by leveraging high touch interactions throughout the entire customer journey, across multiple customer contacts.
• Provide expert consultation and work with customers to develop their internal learning strategy to achieve their most important business outcomes.
• Facilitate deep and consistent engagement with Sales partners to identify and execute on account expansion strategies to hit retention and upsell targets, with a strong emphasis on upselling.
• Develop individual success plans for each customer to ensure adoption, expansion, and loyalty.
• Travel approximately 20% to facilitate in-person Partnership Planning Workshops, Executive Business Reviews, strategic planning meetings, or customer events.
• Work with Marketing to identify advocacy opportunities within the customer base.
• Take a consultative approach with customers, ensuring strong alignment to their Triple Metric and most important business outcomes.

Requirements

• 4-5+ years of B2B SaaS customer success, account management, consulting, and/or sales experience.
• Experience driving toward a revenue or renewal target and working with mid-market and enterprise level accounts.
• Ability to build and nurture trusted relationships, especially with HR/L&D customers.
• Ability to identify, work, and close complex deals.
• Experience developing strategies to increase the adoption of non-compliance technology solutions.
• Basic understanding of concepts related to customer integrations such as Single Sign-On, APIs, and feature customization.
• Experience deploying licenses within a large organization.
• Successfully managed multi-product solutions.