Enterprise Customer Success Manager
Findigs, Inc.
full-time
Posted on:
Location Type: Hybrid
Location: New York City • New York • United States
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Salary
💰 $145,000 - $175,000 per year
About the role
- Serve as a strategic advisor and primary point of contact for a portfolio of enterprise and key mid-market clients, ensuring they achieve their business outcomes using the Findigs platform.
- Develop and execute strategic account plans that drive platform adoption, retention, and expansion opportunities within your portfolio.
- Lead executive business reviews (EBRs) and quarterly business reviews (QBRs) with key client stakeholders to report on value, share insights, and align on future goals.
- Proactively monitor account health and product usage to identify and mitigate risks, while also uncovering opportunities for growth and expansion.
- Partner with Sales and Implementations to facilitate seamless handoffs from the sales cycle and collaborate on renewal and expansion strategies.
- Act as the voice of the customer, translating complex client feedback and requirements into actionable insights for our Product and Engineering teams.
- Contribute to scaling and refining our customer success practice by helping define playbooks, processes, and best practices for our enterprise segment.
- Navigate and resolve complex client escalations with a sense of urgency, collaborating with internal teams to ensure timely and effective resolution.
- Mentor and guide members of the Customer Success team, sharing your expertise in enterprise account management.
Requirements
- 7+ years of experience in a customer-facing role, with a strong focus on managing a portfolio of large, complex enterprise accounts in a B2B SaaS environment.
- Proven ability to build and maintain strategic relationships with senior executives and key stakeholders. A track record of driving product adoption, managing renewals, and identifying expansion opportunities within a client base.
- Exceptional presentation skills with the ability to communicate complex concepts clearly and concisely to diverse audiences.
- Deep understanding of customer success principles, methodologies, and best practices.
- Experience with CRM and customer success platforms (e.g., Salesforce, HubSpot, Gainsight).
- Strong analytical and problem-solving skills with the ability to navigate ambiguous, complex client situations.
- Willingness to embrace the unstructured, fast-paced environment of a high-growth startup.
- Strong communication skills including the ability to translate complex technical issues.
Benefits
- Location: We operate on a hybrid schedule (3-4x times in-office per week), with in-office days at our newly renovated NoHo office.
- Mission-Driven Culture: A collaborative, high-impact workplace where we challenge each other to grow, innovate, and drive meaningful change.
- Competitive Compensation: Competitive OTE + Pre-IPO equity.
- Generous Time Off: We trust our team to manage their own time and workload. That's why we offer a flexible Paid Time Off (PTO) policy, allowing you to take the time you need to rest and recharge. We also observe all company holidays.
- Wellness Perks: Health benefits, 401(k) matching up to 4%, monthly gym stipend, and lunch provided every day.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer success principlesaccount managementstrategic account planningproduct adoptionrenewal managementexpansion opportunitiesanalytical skillsproblem-solving skillspresentation skillscommunication of complex concepts
Soft Skills
strategic advisoryrelationship buildingmentoringcollaborationnavigating client escalationstranslating client feedbacksense of urgencyadaptabilityteam guidanceinsight sharing