What are the responsibilities and job description for the Enterprise Customer Success Manager position at Saleo, Inc.?
Enterprise Customer Success Manager
Saleo is the leading and only Live sales demo experience platform for software companies. Our platform helps revenue teams shorten their sales cycle, increase win rates and close more deals by removing the burden of missing data, outdated demo environments and time consuming demo prep. Saleo provides complete control over every element on the page, enabling software companies to create the perfect demo that connects directly to their customer's pain points.
Saleo is looking for a highly talented Enterprise Customer Success Manager to join our team.
Saleo Customer Success Managers are the trusted advisors for our customers, responsible for building relationships, driving product adoption, and connecting the value of Saleo to customers’ business objectives to maximize their success. The Enterprise CSM is primarily responsible for the success, retention, and growth of our customers.
As the main point of contact representing Saleo as a trusted partner, you are responsible for developing strong relationships, understanding your customers’ business objectives, educating them on best practices, and optimizing the use of Saleo to maximize the value of their Saleo investment.
Responsibilities
Customer Relationships:
- Build and grow meaningful relationships with key stakeholders, including executives, at Fortune 500 accounts, establishing multi-threaded relationships and creating executive sponsors and product champions across the business
- Ability to identify and effectively engage new stakeholders at the executive level
- Build raving fans by delivering exceptional customer experiences, putting customers at the core
Strategic Account Planning:
- Develop and execute comprehensive account plans that drive product adoption, customer engagement and satisfaction, and growth
- Lead strategic discussions with clients to mutually identify opportunities for expansion, upselling, and deepening of the engagement
- Uncover, mitigate, and escalate risk within your book of business
Project Management & Adoption:
- Coordinate with cross-functional teams including Product, Professional Services, Sales and Support to manage project timelines, resolve issues, and deliver on commitments.
- Track and report on project progress, performance metrics, and key milestones to both internal teams and clients.
- Demonstrate ability to drive change and adoption at scale across a large organization in a way that exceeds customer expectations.
Customer Success:
- Serve as a trusted strategic advisor, conducting discovery around challenges and priorities to continuously drive towards executive and board-level business outcomes
- Represent voice of the customer and influence product development roadmap
- Share insights and trends with internal teams to inform product development, marketing strategies, and support initiatives.
- Drive quarterly metrics tied to gross revenue retention and net revenue retention by conducting proactive, strategic renewal conversations with your customers and identifying opportunities for growth
- Create and deliver success plans and business reviews for your customers to align on goals and outcomes
Requirements
- 5 years of experience in B2B SaaS Customer Success and managing a book of business with responsibility for renewal, forecasting, and customer expansion
- Experience working with C-Levels (such as CMO, CRO, or other executive leadership in Marketing and Sales)
- Technical aptitude around SaaS technologies
- Strong executive-facing communication skills
- Strong customer-facing and presentation skills with the ability to establish credibility with executives
Preferred Skills
- Direct experience using or providing services to marketing technology platforms; for example: Hubspot, Salesloft, Outreach, Highspot, Marketo, Pardot, or other similar solutions
- Experience with Customer Success tools such as Gainsight, Pendo, Gong, etc.
- Hubspot experience
- Experience in SaaS sales or solutions consulting
Job Category: Customer Success
Job Location: Atlanta (Hybrid)
