Enterprise Customer Experience Manager

Job Summary

Owning the customer relationship from post-sale through renewal and expansion, the full-time remote Enterprise Customer Experience Manager will engage with enterprise clients to ensure value realization, lead renewal negotiations, and identify expansion opportunities.

Key responsibilities

• Manage customer relationships, ensuring engagement, health, and value realization throughout the customer lifecycle
• Lead renewal discussions, including negotiations and value narrative development, while maintaining accurate records in Salesforce
• Identify and address contraction risks and expansion opportunities based on customer goals and usage patterns

Required qualifications

• 5+ years of experience in Customer Success, Account Management, or a similar customer-facing role, preferably in B2B SaaS
• Proven track record of managing a book of business with a focus on retention, renewals, and expansion
• Strong business judgment and ability to understand customer business dynamics beyond the product
• Excellent organizational skills with a proactive approach to managing multiple accounts
• Experience using Salesforce effectively for account planning and forecasting