Enterprise Customer Success Manager
Manage post-sales relationships and success programs for strategic enterprise customers, driving onboarding, adoption, retention, and executive alignment. The role requires 5+ years of enterprise customer success experience, travel or expense-management expertise, strong project management, and fluent English.
About the job
Responsibilities
- Manage all post-sales activity for enterprise customers through relationship-building, product knowledge, planning, and execution.
- Manage complex customer integration cycles and build relationships across customer subteams, including Finance and HR.
- Develop trusted-advisor relationships with C-suite and executive stakeholders; align business goals and define success metrics.
- Partner with Account Executives to create joint customer success plans.
- Conduct customer health checks to drive satisfaction, product adoption, retention, and reduce churn.
- Represent the voice of the customer and provide internal feedback to maximize customer value and retention.
- Maintain deep product knowledge and recommend relevant features and functionality.
- Conduct regular check-in calls, Quarterly Business Reviews, and Strategic Business Reviews.
- Collaborate with Product and Engineering on enhancement requests.
- Handle escalations and coordinate cross-functional issue resolution.
- Improve customer engagement and account-management approaches using the customer success platform.
Requirements
- 5+ years of experience in enterprise customer success management.
- Experience in the travel or expense management industries.
- Excellent project management and organizational skills in high-pressure environments with high-value customers.
- Ability to prioritize tasks, work in a fast-paced environment, and solve problems effectively.
- Strong attention to detail.
- Initiative, energy, and a proactive approach to execution.
- Fluency in English.
- Bachelor’s degree preferred, or equivalent work experience.
Skills
Customer Success Management, Project Management, Account Management, Product Training, Customer Onboarding, Customer Retention, Stakeholder Management, Integration Management, Product Adoption, Escalation Management
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