MM/Ent Customer Success Manager

About the Role

Join our fully remote, globally distributed team to act as a trusted advisor, ensuring the success and retention of our enterprise customers across South America.

Responsibilities

• Manage the entire customer journey, from onboarding through established partnership, fostering long-term relationships.
• Set and achieve Success Plans with customers on a regular basis, focusing on retention and churn mitigation.
• Deliver comprehensive business reviews in partnership with the sales team.
• Identify and leverage upselling and cross-selling opportunities within your book of business.
• Monitor customer health indicators, manage escalations, and proactively prevent churn.
• Act as a trusted advisor on product functionality, educating and training customers on optimal use.
• Share critical customer feedback internally to drive improvements in team processes and product development.

Requirements

• Strong expertise across the customer lifecycle, emphasizing retention, churn mitigation, and conducting effective business reviews.
• Proven track record of growing and developing customer accounts by understanding needs and suggesting targeted solutions.
• Extensive experience managing complex implementation/onboarding projects for a medium-sized book of clients.
• Excellent attention to detail and a strong passion for problem-solving across diverse technical scenarios.
• Deep understanding of various stakeholders within the book of business and how to address them effectively via writing, speaking, and presenting.
• Fluent written and spoken English, demonstrating well-structured communication skills.

Role Impact & Team Context

This role is crucial for ensuring our enterprise clients realize maximum value from our global employment platform, directly impacting revenue stability and growth. You will be empowered to work asynchronously, planning your schedule around your life while collaborating with a team spread across six continents.