Enterprise Customer Success Manager

Guideway Care is looking for an Enterprise Customer Success Manager to focus on ensuring the satisfaction and success of large-scale clients by managing their experience and fostering long-term, successful relationships. As an Enterprise Customer Success Manager, you will be the primary point of contact for our largest and most strategic clients. Your role will be to assist in managing a portfolio of enterprise customers and support the implementation of customer success plans. You will own strategic and operational tasks and responsibilities to ensure our customers derive the most value from our services. It will be important that you build strong relationships, manage the customer lifecycle, and coordinate with internal teams to deliver exceptional service and support, allowing our enterprise clients to remain satisfied, long-term customers.

Key Responsibilities:

• Customer Relationship Management:
  • An Enterprise Client Success Manager focuses on ensuring the satisfaction and success of large-scale clients by managing their experience and fostering long-term relationships. 
  • Act as the trusted advisor and advocate for customers, understanding their business objectives and challenges.
  • Serve as the primary liaison for client inquiries, ensuring prompt and effective resolution of issues and concerns.
  • Regularly engage with customers through meetings, reviews, and check-ins to ensure alignment and satisfaction.
  • Conduct regular check-ins, business reviews, and strategic discussions to assess client satisfaction and identify opportunities for growth.
  • Meet/exceed quarterly renewal targets by proactively managing renewal portfolio and customer retention activities as a member of a sales team.
  • Serve as primary POC for assigned customers in securing renewal - including quotation, negotiation, and closing activities.
• Onboarding and Implementation:
  • Manage the successful onboarding and implementation of our solutions for clients, coordinating with various internal teams.
  • Oversee the onboarding process for new enterprise clients, ensuring a smooth and efficient implementation of our products or services.
  • Provide guidance and support during the integration phase, ensuring a smooth transition and early success.
• Value Delivery:
  • Work closely with customers to understand their needs and ensure they are achieving their desired outcomes with our products.
  • Develop and execute strategies to enhance customer satisfaction and value realization.
• Renewals and Expansion:
  • Drive customer renewals and identify opportunities for upselling or cross-selling additional products or services.
  • Develop account plans and strategies to expand customer engagement and growth.
  • Identify and collaborate with the sales team regarding expansion, upsell, and additional service/support opportunities within accounts.
• Issue Resolution:
  • Address and resolve any issues or concerns that arise, working with internal teams to find solutions and ensure customer satisfaction.
  • Manage escalations effectively and ensure timely resolution of customer problems.
  • Support and maintain relationships with key users and decision-makers at assigned customers, keeping them connected to value being added by our products.
  • Proactively identify issues/risks and escalate internally for prompt resolution.
• Customer Insights and Feedback:
  • Gather and analyze customer feedback to provide insights into product improvements and service enhancements.
  • Share feedback with relevant internal teams to drive continuous improvement.
• Reporting and Metrics:
  • Track and report on key customer metrics, such as adoption rates, satisfaction scores, and renewal statuses.
  • Prepare and present regular updates to internal stakeholders on account health and progress.

Any other duties necessary to drive our values, fulfill our mission, and abide by our company values.

Qualifications:

• Experience:
  • Minimum of 4 years of experience in Enterprise Customer Success Management
  • Proven track record of managing complex, high-touch customer relationships
  • Proven experience in a Customer Success, Account Management, or related role, ideally with enterprise-level clients.
  • Demonstrated success in managing complex accounts and driving customer satisfaction and retention.
• Skills:
  • Exceptional communication and interpersonal skills with the ability to build strong relationships with senior stakeholders.
  • Strong problem-solving abilities and a proactive approach to addressing customer needs.
  • Ability to manage multiple accounts simultaneously and prioritize tasks effectively.
• Education:
  • Bachelor’s degree in Business, Management, or a related field. 
  • Advanced degrees or certifications are a plus.