Enterprise Customer Success Manager

TL;DR

Enterprise Customer Success Manager (SaaS): Driving customer success and retention for enterprise segment with an accent on building relationships, onboarding complex customers, and mitigating churn. Focus on monitoring product usage, conducting Quarterly Business Reviews, and leveraging behavioral data for upsell opportunities.

Location: Miami

Company

World's leading AI-powered maintenance and asset management platform serving 13,000+ customers including Duracell, Shell, and Cintas.

What you will do

• Develop and maintain strong relationships with enterprise customers as a trusted advisor.
• Collaborate with sales and support teams to identify upsell and cross-sell opportunities.
• Conduct product demonstrations, training sessions, and webinars for effective onboarding.
• Monitor usage and KPIs, perform Quarterly Business Reviews with customer leadership.
• Resolve issues by coordinating with internal teams for timely solutions.
• Proactively mitigate churn by improving adoption in lagging facilities using data-driven strategies.

Requirements

• 5+ years in Customer Success in B2B SaaS managing enterprise accounts
• 5+ years in customer-facing roles, preferably software
• Experience with enterprise accounts involving multiple stakeholders and implementation cycles
• Proven track record in driving retention and success
• Strong communication and interpersonal skills
• Analytical mindset using data for decisions
• Comfortable in fast-paced environment

Culture & Benefits

• Competitive salary and equity
• Healthcare, dental, vision coverage
• 401(k)/RRSP enrollment
• Take-what-you-need PTO
• Meritocracy culture valuing Smart, Humble, Optimist principles
• Global team collaboration