Manager Enterprise Customer Success

Job Summary

A company is looking for a Manager, Enterprise Customer Success.

Key Responsibilities:

• Manage a team of Enterprise Customer Success Managers to set and achieve OKRs and targets
• Guide team in monitoring customer health, support customer escalations, and identify opportunities to improve customer satisfaction and retention
• Provide mentorship and coaching to the team, conduct regular performance feedback and evaluations, and hire new team members

Required Qualifications:

• 7-9+ years experience in Customer Success; 3-5+ years of field Customer Success leadership, with Enterprise Customer Success Management Experience
• Experience establishing yourself as a trusted advisor with customer partners to guide outcomes
• Understanding of common Jira and Confluence end-user use cases and ways of working, with ability to demonstrate those use cases, and understanding of configuration trade-offs
• Experience balancing a book of business in a customer-facing environment
• Experience with Gainsight (or similar CRM tool), Salesforce and BI tools such as Tableau