Customer Success Manager - Enterprise

Customer Success Manager - Enterprise

POSITION OVERVIEW

The Customer Success Manager (CSM) Enterprise plays a key role in ensuring long-term customer satisfaction and retention at strategic, critical enterprise accounts partnering with the EBDM sales team.

This position is responsible for maintaining key account relationships, providing strategic guidance, and delivering proactive support to maximize customer success and customer retention. CSM Enterprise acts as a trusted advisor to the enterprise account sales team, fostering strong relationships and advocating for customer needs within the organization. If you have a passion for customer advocacy, problem-solving, and driving business outcomes, this role offers an exciting opportunity to make an impact.

RESPONSIBILITIES AND DELIVERABLES

- Manage a portfolio of enterprise-level customers, owning relationships from onboarding through renewal.
- Develop and execute tailored customer success strategies to drive adoption, usage, and measurable outcomes.

- Conduct regular business reviews, monitor account health and KPIs, and proactively mitigate churn risks.

- Provide product training, guidance, and best practices by collaborating with internal teams (engineering, support, etc.).

- Identify cross-sell and upsell opportunities within existing accounts to support revenue growth.

- Facilitate customer renewals, including working with sales support for quotes, contracting, and coordination with various internal stakeholders.

- Advocate for customer needs by providing feedback to enhance products and services.

- Travel to customer sites (up to 25%) for face-to-face engagement, issue resolution, and conferences.

- Maintain accurate CRM documentation and ensure operational accuracy in pipeline and opportunity management.

- Demonstrate strong communication, project management, and collaboration skills across departments and customer levels.

QUALIFICATIONS

Required

- 5 years+ of Customer Success, Account Management, or related customer-facing experience.
- Strong relationship-building and customer engagement skills.

- Excellent problem-solving and critical thinking abilities.

- Demonstrated success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment

- Successfully negotiating, managing, and closing customer renewals.
- Strong Commercial acumen, including experience negotiating and closing customer renewals.

- Ability to analyze data and develop actionable insights to improve customer success.

- Effective communication and presentation skills for executive-level interactions.

- Proactive, goal-oriented mindset with a focus on driving results.

- Coordination of issue resolution, leveraging Technical Support and Field Services Teams to ensure successful renewals

- Partnering with the enterprise sales team, understand and continuously learn about the customer’s objectives for choosing iNet and engaging with customers as their single point of contact on renewals

- Fortive 9 elements: Customer obsessed, delivering results, building extraordinary teams

Preferred:

- Familiarity with customer success metrics and account health management.

- Experience working in a SaaS or technology-driven environment.

- Understanding of consultative selling and strategic account management.

- Ability to manage multiple complex accounts and competing priorities.