Position Summary As an Enterprise Customer Success Manager (ECSM), you will oversee a smaller portfolio of 2-3 clients with a combined annual contract value of $4-5 million. You will be deeply embedded in these accounts, functioning as a trusted advisor and strategic partner, ensuring that clients are deriving maximum value from our platform and expanding its use across their organization. You will be responsible for driving adoption, satisfaction, and renewals at the highest levels. Key Responsibilities Platform Adoption & Optimization: Ensure that the platform is fully integrated into the client's business processes, identifying areas where additional features or capabilities can drive further value. Business Alignment & Expansion: Regularly engage with clients to understand their evolving business needs and align them with the platform's roadmap and functionality. Work closely with Sales on expansion opportunities. High-Touch Client Communication: Lead quarterly business reviews (QBRs) with C-suite stakeholders, providing updates on platform usage, ROI, and strategic recommendations. Be proactive in addressing any concerns or challenges before they arise. Problem Solving & Escalation Management: Triage and manage escalations with urgency and professionalism. Collaborate across internal teams to resolve complex issues and ensure positive outcomes. Product Expertise & Education: Serve as a subject matter expert on the platform, guiding clients through new features, training opportunities, and use cases specific to their industry and goals. Reporting & Insight Delivery: Deliver in-depth analysis and reporting on platform usage, performance metrics, and value realization, with actionable insights and recommendations.
