About The Customer Success Team

We’re continuing to build out a passionate team of A-player Customer Success Managers. We are looking for a strategic, relationship-minded and experienced Enterprise Customer Success Manager to join our ranks, as we exponentially grow our customer base.

Our Customer Success team supports a wide array of customers along the entire sales lifecycle, as they engage with us and adopt our services to achieve their goals. We ensure customers are optimized and scale effortlessly through impactful engagements, all focused on driving business and technical value. Our obsession is understanding a customer’s business to build lasting partnerships that continue to add value over time.

We are laser focused on making customer success a company-wide imperative and building a culture around putting customers first.

Who You Are

As an Enterprise Customer Success Manager, you will be responsible for making enterprise customers in your portfolio successful. You are passionate about helping our customers transform and optimize their customer experiences, and you will instill that expertise into our team. You are able to innovate in rapid cycles and test solutions to learn what works, then feed insights into a strategy and long-term solutions.

You must have scale-up culture in your DNA and get energized by a low-ego, “all hands on deck” environment. You care deeply about not only making your portfolio customers successful, but also collaborating with your peers to ensure eSentire’s success. You are empathetic, enthusiastic and take risks - upping the game of the CSM team. You are a customer-focused leader — an independent critical decision maker and a strategic thinker with no problem taking on the nitty-gritty work. You have excellent relationship building skills, as you will be required to maintain and develop relationships with clients at the Executive level.

What You Are Great At

Your top priority will be developing and driving Enterprise Level Customer Success Programs for your portfolio of customers, leaving no retention rock unturned. Your responsibilities will include that you:

Provide overall value and relationship management to portfolio of customers
Orchestrate overall relationships within an assigned client base, which will include growing adoption, maximizing customer satisfaction and ensuring retention.
Build and foster executive-level relationships with the customer’s business executive leadership, sponsors and decision makers to solidify and nurture our partnership and commitment to the customer business, sponsors & stakeholders
Deliver business value and innovation to a customer’s business by understanding our customers’ key business challenges and potential for growth
Drive adoption of eSentire’s services and introduce new and existing features. Remove blockers and ensure a path to long term success.
Develop and share best practices with team members to enhance the quality, effectiveness, and efficiency of the support of customers. Mentor associate, professional and senior-level team managers.
Manage customer expectations while demonstrating expertise and leadership
Understand the broader business perspective and make decisions accordingly
Provide Insight - surfacing and sharing new/insightful analyses and recommendations across the CS and Product teams
Provide strategic guidance to help your customers grow, aligning eSentire to the company’s business priorities
Build distinctive insight and compelling ROI across all client types
Conduct customer health-checks and review customer health scores with an emphasis on customers’ success with eSentire
Manage renewals and find new expansion opportunities within the account
Manage escalations and service reviews
Collaborate with CSM peers, cross-functional teams, and senior leaders to ensure customers are successful
Partner with Sales, Product and Marketing Leaders to identify trends and uncover opportunities for improved or new success engagements, customer training offerings, and product feedback.
Show leadership by enabling & empowering others through mentorship and in day to day activities
Make recommendations and influence important operating issues/decisions for the broader team
Find ways to streamline work, innovate key processes and leverage technology
Meet and exceed churn and revenue goals -You will be measured by renewal and retention rates, new sale leads, referenceable customers & NPS

What We Require

10+ years managing complex enterprise & mid-market accounts, preferably in a Security, SaaS or MSP based organization.
Experience managing Enterprise, high volume, high touch accounts
Ability to identify and solve complex problems
Demonstrated ability to navigate competing internal priorities to mobilize cross functional resources on behalf of your customer
Experience negotiating renewals and working through the commercials
Represent the voice of customers - identify and convey customer feedback and use cases to product team
Understanding of SaaS business models and their overall relationship to Customer Success
Experience at a security or technology company or relevant consultancy
Quick to learn new trends, programs and software.
Ability to learn and persuasively articulate eSentire’s value proposition to client senior executive teams
Patience and positivity. Ability to be focused during a growing and changing scale-up environment

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