Enterprise Customer Success Manager (Remote)
About the position An Enterprise Customer Success Manager (ECSM) is a senior-level advisor managing high-value, complex, or strategic accounts to drive product adoption, retention, and revenue expansion. They serve as the primary contact, fostering C-suite relationships, conducting Quarterly Business Reviews (QBRs), and ensuring ROI. ECSMs also bridge technical implementation with business outcomes, handling escalations and acting as the internal "voice of the customer".
Compensation
This position offers between \$100,000-\$125,000 (depending on experience & qualifications). Enterprise Customer Success Manager's can also receive a yearly bonus as long as performance metrics are met.
Responsibilities
- Strategic Relationship Management: Build and maintain deep relationships with stakeholders, including executive leadership (C-suite), to align company goals with the client’s business strategy.
- Retention and Growth: Partner with sales to drive renewals, minimize churn, and identify opportunities for upsells, cross-sells, or new product adoption.
- Product Adoption & ROI: Drive deep product usage through onboarding, training, and regular "health checks," ensuring measurable value is delivered to the client.
- Strategic Reviews: Conduct Quarterly Business Reviews (QBRs) and executive check-ins to demonstrate impact and align on future goals.
- Advocacy & Feedback: Serve as the internal voice of the customer, providing feedback to Product and Engineering teams to influence the product roadmap.
- Cross-functional Collaboration: Work with Sales (AEs) for renewals/growth, and Support/Technical teams for technical issues and implementations.
- Access to a private & secure workspace, free from distractions
- Accessible during the assigned work schedule for regular duties and responsibilities as outlined by the supervisor
- An internet connection with speeds of 5 Megabits down / 3 Megabits up (5mbps/3mbps)
Requirements
- Experience: 8+ years in a customer-facing role (CSM, Account Management, Consulting) handling large enterprise clients.
- Domain Expertise: Strong understanding of financial services SaaS (e.g., wealth & asset management, SaaS, cloud, analytics) and technical proficiency with enterprise software.
- Communication: Exceptional executive-level communication, presentation, and negotiation skills.
- Project Management: Proven ability to manage complex, long-term, multi-stakeholder projects.
- Data Analysis: Ability to analyze usage data, identify trends, and derive actionable insights to improve customer health.
Benefits
- Enjoy a generous paid holiday schedule, including a full week off for our Winter Holiday Shutdown.
- Our comprehensive paid time off policies cover vacation, sick days, parental leave, and bereavement leave.
- Medical with \$0 co-pay Telehealth plan
- Dental
- Vision
- Health Savings Account (HSA) with generous employer contributions
- Flexible Spending Accounts (FSA)
- Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage
- Company-paid Short & Long Term Disability coverage
- Company-paid Employee Assistance Program (EAP)
- Matching 401(k) with immediate full vesting
- On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit
- Internet & Gym Reimbursement!
- We’ll provide you with the work computer equipment you need to set you up for success!
- Our Employee Events Committee and managers are always planning a mix of fun in-person and virtual events to keep us all connected—plus we also love to throw in some FMG swag, so you can show off your company spirit in style!
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