Customer Success Manager

Duties and Responsibilities: Stakeholder Management

• Build and maintain long-lasting customer relationships to retain and expand accounts.
• Present to stakeholders at all levels, including end users and C-suite executives.
• Serve as the key escalation point for customer concerns
• Collaborate with internal teams (Product, Sales, and Support) to address customer needs and improve offerings.

Duties and Responsibilities: Customer Success and Product Adoption

• Use the Customer Success Platform, Planhat, to automate tasks and customer interactions where appropriate.
• Manage a high-volume, fast-paced book of business with an organized approach.
• Work closely with the Manager of Implementations to help customers transition from legacy processes and ensure full adoption of Enable as their Rebate source of truth.
• Guide customers through the Enable Customer Journey, from onboarding to proficient, value-driven use of the platform.
• Continuously develop expertise in the rebate industry to provide best practices and become a trusted advisor.
• Drive product adoption for post-implementation stage customers, ensuring maximum value.

Duties and Responsibilities: Commercial Responsibility and Account Growth

• Drive customer loyalty by proactively seeking advocacy opportunities and managing NPS and CSAT metrics.
• Identify expansion opportunities and develop tailored account plans to help customers achieve measurable outcomes and ROI.
• Identify at-risk accounts early and develop strategies to mitigate churn.

Duties and Responsibilities: Internal Collaboration and Process Improvement

• Align internal stakeholders and team members to help customers realize quantifiable business value from Enable.
• Work with team members and other departments to continually improve our offerings, address data trends, and optimize customer processes, particularly within the Mid-Market and SMB segments
• Maintain accurate customer records for assigned accounts in Planhat.
• Contribute to achieving department goals and OKRs

Knowledge, Skills, and Abilities (KSAs)

• Proven Customer Success management background with a minimum of 3 years of experience in the SaaS industry.
• Highly organized individual who can work at pace with many projects at once.
• Track record of high achievement in Customer Success roles, including positive expansion and retention metrics.
• Natural rapport builder and effective communicator with a passion for driving positive changes and providing excellent service delivery to customers.
• Strong prioritization skills to balance internal projects and act as an escalation point for team and customer concerns.
• Ability to work well with internal teams, balancing team and customer success with company needs and opportunities.

Required Education and Experience

• Minimum of 3 years of experience in Customer Success management within the SaaS industry.
• Proven experience managing customers across Mid-market and SMB segments.
• Demonstrated success in the achievement of departmental goals.

Preferred Education and Experience

• Prior experience in the rebate or supply chain industry.
• Familiarity with Enable’s offerings and customer base.
• Advanced training or certifications in Customer Success or related fields.

Travel

• Occasional travel may be required to meet with customers or attend company events.