Customer Success Manager – Enterprise & Strategic Accounts

Connect with Quadient

At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels. 

People-powered 

Quadient helps people connect with what matters, thanks to solutions that enable our customers to create meaningful and personalized interactions. Want to commit your talent to an organization that truly values your contribution? Looking for a place where you can be a game changer, innovate, and unleash your true potential? We call it: The Power Of You. 

This individual will be responsible for the adoption, expansion, and renewals
for our enterprise customers in Quadient. The Customer Success Manager will help to ensure our enterprise customers adopt our enterprise software solutions, drive the usage of those solutions, and develop opportunities to expand the usage. Done well, this will lead to customer renewals and retention. The Customer Success Manager is expected to drive net revenue retention at a rate above 100% by leveraging product, market, and business expertise. The Customer Success Manager will monitor customer health regularly, drive regular business reviews, and define long-term journeys that lead to deeper and broader usage of Quadient��s solutions. This is expected to include cross-sells as well.

Your role in our future:
• Manage and grow complex accounts with a focus on revenue growth and customer strategy.
• Lead large-scale engagement strategies to ensure customer satisfaction and loyalty.
• Proactively identify and mitigate churn risks to enhance customer retention.
• Directly influence customer retention and expansion through strategic initiatives.
• Collaborate cross-functionally with sales, product, and support teams to deliver exceptional customer experiences.
• Ensure enterprise customers adopt and effectively use our software solutions.
• Develop and execute strategies to drive the usage and expansion of our solutions.
• Conduct regular business reviews and monitor customer health.

• Define and implement long-term customer journeys to deepen and broaden solution usage.
• Identify and execute cross-sell opportunities.
• Coordinates solution development efforts that best address customer needs
• Update and maintain Customer account data in CRM or internal tracking tools with the most relevant account details
• Proactively drive accounts with minimal oversight
• Drive net revenue retention at a rate above 100%.
• Develop and implement strategies for customer adoption, expansion, and retention.
• Conduct regular business reviews to assess and improve customer health.
• Collaborate with cross-functional teams to enhance customer experiences and outcomes.
• Identify and mitigate churn risks proactively.
• Define long-term customer journeys to ensure deeper and broader usage of solutions.

Your Profile:
• Minimum of 3 years in customer success, with a strong focus on enterprise accounts