Are you looking to hire a Manager of Enterprise Customer Success? We've crafted a comprehensive job description template that you can easily customize for your company. Don't forget to check out our interview guide and interview questions to help you find the perfect candidate for this crucial role.

What is a Manager of Enterprise Customer Success?

A Manager of Enterprise Customer Success is a key leadership position responsible for ensuring the satisfaction, retention, and growth of an organization's most valuable clients. This role bridges the gap between customer needs and company objectives, leading a team of Customer Success Managers (CSMs) to deliver exceptional experiences and drive business outcomes for enterprise-level accounts.

These managers play a pivotal role in shaping customer success strategies, fostering strong relationships with high-value clients, and aligning cross-functional teams to support customer goals. They are instrumental in driving customer adoption, expanding product usage, and ultimately contributing to the company's revenue growth and market position.

What does a Manager of Enterprise Customer Success do?

A Manager of Enterprise Customer Success wears many hats in their day-to-day activities. They lead and mentor a team of CSMs, ensuring they have the skills, resources, and support needed to excel in their roles. This involves setting performance goals, providing regular feedback, and fostering a culture of continuous improvement and customer-centricity.

These managers also play a strategic role in developing and implementing customer success initiatives. They analyze customer data, identify trends, and create scalable strategies to enhance the overall customer experience. This might include designing onboarding processes, creating adoption programs, or developing upsell and cross-sell strategies.

Additionally, they often serve as executive sponsors for key accounts, participating in high-level meetings and strategic reviews. In this capacity, they work to understand the client's business objectives, align the product's value proposition with these goals, and ensure the customer realizes maximum value from their investment.

Manager of Enterprise Customer Success Responsibilities Include:

• Leading and developing a team of Customer Success Managers
• Creating and implementing customer success strategies for enterprise accounts
• Managing the renewal pipeline and mitigating churn risks
• Serving as an executive sponsor for key enterprise clients
• Collaborating with cross-functional teams to improve the customer experience
• Analyzing customer data to identify trends and opportunities for growth
• Developing and tracking key performance indicators (KPIs) for customer success

Job Description

🌟 Manager, Enterprise Customer Success

About Company

[Company] is a leading provider of innovative solutions in [industry], trusted by category leaders and forward-thinking organizations worldwide. Our mission is to [value proposition]. Join our team and be part of a company recognized for its exceptional products and workplace culture!

Job Brief

We're seeking an experienced Manager of Enterprise Customer Success to lead a high-performing team responsible for our largest and most strategic customers. In this pivotal role, you'll drive customer satisfaction, retention, and expansion while fostering a customer-centric culture within your team and across the organization.

🎯 What You'll Do

As the Manager of Enterprise Customer Success, you'll be at the forefront of ensuring our most valuable clients achieve their goals with our solutions. Your key responsibilities will include:

• 🚀 Lead and mentor a team of Enterprise Customer Success Managers to exceed customer satisfaction and retention targets
• 💼 Develop and implement scalable strategies to drive customer adoption and expansion
• 🤝 Act as an executive sponsor for key accounts, participating in strategic reviews and ensuring value realization
• 📊 Own the renewal pipeline and develop strategies to optimize renewals and proactively address risks
• 🤲 Collaborate with Sales, Product, and Professional Services teams to align customer success strategies with broader company objectives

🧠 What We're Looking For

We're seeking a dynamic leader with:

• Proven experience in customer success leadership, preferably in a SaaS environment
• Strong track record of developing customer relationships and driving engagement with complex products
• Ability to lead with empathy, provide effective coaching, and motivate a team to exceed goals
• Strategic mindset with the ability to manage both internal and external executive stakeholder relationships
• Analytical proficiency with customer success metrics and familiarity with relevant tools and platforms
• Exceptional communication skills and ability to influence at all levels of an organization

Our Values

• Customer-centricity
• Innovation and continuous improvement
• Collaboration and teamwork
• Integrity and transparency
• Diversity and inclusion

Compensation and Benefits

• Competitive salary range: [Salary Range]
• Performance-based bonuses
• Comprehensive health insurance
• Retirement savings plan
• Professional development opportunities
• [Other relevant benefits]

Location

This position is [location-based/remote/hybrid] with occasional travel as needed to meet with key clients and team members.

Equal Employment Opportunity

[Company] is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

🚀 Hiring Process

We've designed our hiring process to be thorough and give you multiple opportunities to showcase your skills and experience. Here's what you can expect:

Initial Conversation

A brief chat to discuss your background and experience in customer success leadership.

Strategic Review Simulation

An opportunity to demonstrate your skills through a simulated strategic review meeting with a key enterprise customer.

In-depth Discussion

A comprehensive conversation about your relevant work history and performance in customer success leadership roles.

Team Fit Exploration

A focused discussion about your past experiences and how they relate to key competencies for this role.

Executive Conversation

A final discussion to explore your strategic thinking and leadership approach in complex customer success environments.

Ideal Candidate Profile (For Internal Use)

Role Overview

We are seeking a strategic and customer-centric leader who can drive enterprise customer success at scale. The ideal candidate will have a proven track record of leading high-performing teams, developing and implementing customer success strategies, and fostering strong relationships with enterprise clients. They should be data-driven, with the ability to translate customer insights into actionable plans that drive growth and retention.

Essential Behavioral Competencies

1. Strategic Leadership: Ability to develop and execute long-term customer success strategies while effectively coaching and mentoring team members.
2. Customer Advocacy: Skill in understanding and championing customer needs, ensuring their success is at the forefront of all decisions and actions.
3. Analytical Problem-Solving: Capacity to leverage data and insights to identify trends, risks, and opportunities, making informed decisions to drive customer and business outcomes.
4. Cross-Functional Collaboration: Ability to work effectively across departments, aligning various stakeholders to create a unified and exceptional customer experience.
5. Adaptive Communication: Skill in tailoring communication style and content to effectively engage with diverse audiences, from team members to C-level executives.

Goals For Role

1. Achieve a team Net Promoter Score (NPS) of [X]+ and a customer satisfaction (CSAT) score of [Y]% or higher within the first year.
2. Increase the team's overall customer retention rate to [Z]% and expansion rate to [W]% within 18 months.
3. Develop and implement at least [V] new scalable customer success strategies that demonstrably improve adoption and value realization across the enterprise customer base.
4. Reduce the average time-to-value for enterprise customers by [U]% through improved onboarding and adoption processes.

Ideal Candidate Profile

• Demonstrated success in leading customer success teams in a B2B or SaaS environment
• Proven track record of driving customer satisfaction, retention, and expansion in enterprise accounts
• Strong understanding of SaaS business models and enterprise customer needs
• Experience in developing and implementing customer success strategies and best practices
• Excellent analytical skills with the ability to derive insights from customer data and success metrics
• Demonstrated ability to build and maintain relationships with executive-level stakeholders
• Adaptable and resilient, with the ability to thrive in a fast-paced, evolving environment
• Passionate about customer success and committed to continuous learning and improvement
• Comfortable with remote work and occasional travel as needed