Customer Success Manager - SMB

Position Overview:

The Customer Success Manager- SMB retains business with our small to mid-size clients. They are responsible for achieving retention metrics by owning the renewal lifecycle of clients in their book of business. They represent the entire range of company products and services to assigned customers while leading the customer account planning cycle and ensuring customers’ needs and expectations are met.

Responsibilities:

• Manage and own contract renewals:
  • Owning and negotiating contract renewals and addenda.
  • Ensuring strong gross revenue retention (GRR) metrics across clients
• Foster customer loyalty and satisfaction:
  • Ensuring client’s realize value from their products and services
  • Acting as a central point of contact for Enhesa’s customer base.
  • Capturing, reporting and acting on customer feedback.
• Maintain accurate client and contract data:
  • Utilize CRM software appropriately
  • Ensure contracts are fully executed and documented
• Proactively assessing, clarifying, and validating customer needs on an ongoing basis:
  • Understanding Enhesa’s customer base’s unique goals and business processes, as well as providing knowledge of Enhesa applications to customers.
  • Uncovering roadblocks and delivering strong account guidance.
• Onboarding clients:
  • Being responsible for the onboarding of clients to Enhesa services.
  • Providing product training and enablment

Qualifications:

• Bachelor’s degree preffered
• 1-2 years of demonstrated experience with account management, customer success manager, or renewals management in a SaaS environment
• Solid customer relationship management (CRM) skills.
• High levels of professionalism, interpersonal skills and personal drive.
• Team player. Ability to work on a team in a collaborative environment, sharing information and best practices.
• Fluency in English. Other languages are an asset.

Rate:  $120 to $125 per day (depending on experience) 

Bonus:  $8,000 is the full OTE, this would be split into 4 quarterly payments of $2,000 and would be based on performance against quota.

Working Hours: Required to work 40 hours per week on US EST