Customer Success Manager, Enterprise

🌎 Location: Remote within the US

⬆ Reporting Into: Director of Customer Success, Enterprise

💰Compensation: $80,000 - $100,000 base salary with total expected compensation of $120,000 - $150,000 based on qualifications and experience. 

 

About Ceros

At Ceros, we believe that creating powerful digital experiences is essential for helping organizations tell their stories and differentiate their brands.  In a world where buyers are inundated with endless digital noise, it’s critical for brands to deliver experiences that inspire, educate, and make a lasting impact on the audiences that matter most.

Our no-code content creation platform empowers businesses to transform the buying journey with rich, interactive experiences that capture the attention of buyers and drive enduring business outcomes. The platform makes it faster, easier, and more cost-effective to create premium digital experiences, allowing businesses to scale it across their go-to-market programs.

Today, Ceros powers some of the most engaging experiences on the web. In 2023 alone, interactive content created with Ceros — from websites to landing pages and pitch decks to case studies— was viewed more than half a billion times, with over 3 million comments added using MarkUp, our visual collaboration tool.

Working at Ceros means making an impact at scale. Our products and services are beloved by over 500,000 users and leveraged by leading brands including Workday, Colliers, Getty, McKesson, and McKinsey. Ceros is backed by top-tier investors, including Sumeru Equity Partners, Grotech Ventures, Greycroft, and Starvest Partners.

 

The Role

As an Enterprise Customer Success Manager, you will be a trusted advisor to major Enterprise customers, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle. You'll be responsible for understanding customer requirements, onboarding new customers, driving adoption and retention, finding areas of expansion, and ensuring ongoing satisfaction. Monitoring the health of customer relationships, you will predict and navigate customer challenges via informed and personalized playbooks and approaches, and offer solutions that drive satisfaction and ultimately lead to adoption, retention, and cross-sell/up-sell opportunities. 

Key Responsibilities 

• Hold 85%-90% Gross Retention across your book with a clear understanding of how you are forecasting on a quarterly and yearly basis 
• Increase adoption, utilizing all tools available to you (playbooks, account scoring), along with a personalized and strategic approach depending on customer need
• Creation and launch of Success Plans with a true understanding of what each customer will need to be successful
• Create and launch internal and external QBR’s to ensure both you and your customers are tracking towards goals
• Work closely with Enterprise Account Executives to grow and expand accounts 
• Assess customer health and provide monthly check-ins to provide ongoing value 
• Serve as the 'voice of the customer' and provide internal feedback on how we can better serve them to maximize customer value
• Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements and goals
• Collaborate with relevant ecosystem partners in professional services, customer support, or marketing organizations to ensure client success measures are met
• Bring value to clients beyond the technology through event promotion and sharing content program best practices 

Practical stuff we anticipate you having:

• 3+ years of quota-holding customer success/account management experience in a SaaS business environment, preferably with an Enterprise book of business
• Experience balancing the needs of multiple stakeholders and working under tight time frames with resource constraints (3-5 years) 
• Proven track record in a client-facing role, driving client engagement, handling difficult situations and challenges, and delivering exceptional client experiences
• Demonstrates high degree of organization and proficiency leveraging internal systems 
• Excellent communication skills and confidence to build relationships at all levels

Key Things to Know

• This is a full-time position
• This is a remote-first role
• Travel will be required from time to time (up to 30%)
• Use of personal cell phone is required

Benefits

📈 Stock options

🏥 Premium health insurance*

🏦 401K matching*

👶 Paid parental leave: 16 weeks for