Enterprise Customer Success Manager
Alvys
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Own customer health across your portfolio by proactively managing risk and ensuring continued adoption.
- Conduct QBRs with executives and key stakeholders to highlight ROI, share product roadmap updates, and align on strategic goals.
- Analyze engagement metrics, usage patterns, and sentiment to assess customer health and develop success plans to mitigate churn risk.
- Partner with customers to identify success metrics, implement best practices, and ensure measurable outcomes that tie back to business objectives.
- Identify and qualify upsell or cross-sell opportunities based on customer needs and business impact, partnering with Account Executives as appropriate.
- Collaborate cross-functionally with Product, Engineering, and Support to advocate for customer needs and influence the product roadmap.
- Drive product education and utilization through training, enablement, and change management support.
Requirements
- 6+ years of experience in Customer Success, Account Management, or Customer Experience roles within B2B SaaS, ideally with enterprise or logistics clients
- Proven success managing renewals, customer retention, and QBR programs
- Strong analytical mindset — skilled at using data to assess health, forecast renewals, and measure success outcomes
- Excellent relationship-building and communication skills with executive stakeholders
- Highly organized and proactive, with the ability to manage multiple priorities in a fast-paced environment
- Familiarity with CRM and CSM platforms
- Knowledge of freight, supply chain, or logistics technology is strongly preferred
- Willingness to travel up to 33% of the time
Benefits
- Equal Employment Opportunity
- Dedicated to growing a diverse team
- Accommodations during the recruitment process
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successaccount managementcustomer experiencerenewals managementcustomer retentionQBR programsdata analysissuccess metricsupsell opportunitiescross-sell opportunities
Soft skills
analytical mindsetrelationship-buildingcommunication skillsorganizational skillsproactiveability to manage multiple prioritiescollaborationinfluencetrainingchange management