Enterprise Customer Success Manager

Enterprise Customer Success Manager

We are seeking a skilled and dedicated Customer Success Manager with a background in SaaS in customer success or account management. This role is central to ensuring that our customers derive maximum value from our product. This position involves onboarding, supporting, and ultimately guiding customers to achieve their use cases and business objectives.

Key Responsibilities :

• Customer Onboarding & Success Planning : Lead customers through the onboarding process and establish success plans tailored to their goals and requirements.
• Customer Support & Issue Resolution : Act as the primary contact for customer inquiries, providing timely and effective resolutions to ensure optimal product usage.
• Account Ownership : Take over customer accounts and manage them to achieve long-term retention and satisfaction; act as the "quarterback" for assigned accounts, overseeing all aspects of their experience.
• Customer Education : Provide product demonstrations, lead training sessions, and guide customers through best practices, ensuring they become experts in our solution.
• Product Advocacy & Business Reviews : Develop and present resources such as support articles, best practices, customer documentation, and conduct regular business reviews to ensure the continued success of our users.
• Strategic Growth Support : Create and implement recovery plans and customer success plans to emphasise our product's value and secure renewals and upsells.
• Value Focused : Have an in-depth understanding of your customers' problems and environment in order to address them and deliver customer value.
• Trusted Advisor : Serve as a trusted advisor by building relationships across your portfolio of customers, engaging with customers regularly, managing escalations and conducting regular meetings.
• Usage and Adoption : Drive user-level adoption of the platform throughout customer engagements to help maximise usage.
• Voice of the Customer : Serve as the voice of the customer internally by advocating for the most significant challenges our customers face.

Qualifications :

Ivo might be a good fit for you if you :

We launched mid-2023. Since then, we've had an incredible response from the market and are growing rapidly. Our clients include companies like Canva, Quora, Zapier, Eventbrite, WordPress and many Fortune 500s. We're happy to share more details with candidates who go through our interview process.

We require candidates to work with us in-person 5 days a week in our San Francisco office.