Enterprise customer success manager (live division)

About the Role:

Our Customer Success Managers are the trusted advisors for customers, responsible for building relationships, driving product adoption, and connecting the value of our products to customers’ business objectives to maximize their success. The Enterprise CSM is primarily responsible for the success, retention, and growth of our customers.

What You’ll Do:

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

Bonus Points

• 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

Join Consensus and enjoy a robust benefits package designed with your well-being in mind:

• Health & Wellness: Benefit from a generous employer contribution towards health insurance, with a variety of plans that include dental and vision coverage. Enjoy employer contributions to your HSA, and take advantage of HSA/FSA programs to maximize your tax savings.
• Retirement Ready: Secure your future with our 401(k) plan featuring company-matching contributions.
• Family First: We offer paid parental leave, so you can prioritize what matters most—your family.
• Work-Life Balance: Enjoy unlimited PTO and 12 company holidays to recharge and refresh. Celebrate your birthday with a day off, and enjoy Flex Fridays, where every third Friday of the month is yours to unwind.
• Flexible Work Options: Work in a flexible, remote environment that suits your lifestyle, with a top-tier WFH setup provided when you join.
• Grow with Us: Participate in our professional development program to expand your skills and advance your career.
• Give Back: Make a difference in your community with two paid volunteer days each year at a charity of your choice.