Enterprise Customer Success Manager

About Skillable

Skillable is a 100% remote and virtual tech company that’s modernizing the world of training. Come share your professional magic with highly talented, drive and fun colleagues who believe in the power of “skilling.” Experience what a true team focused on doing the right thing feels like! 

Our people and talent are what make us great and fun! We work together to create amazing solutions and experiences for our customers and their clients. We utilize our employees’ personal strengths to help our company grow and ensure our team is living their best, authentic life. We don’t just share our appreciation for our team members once a year with a branded mug—it’s shared on a daily basis. Our remote work environment blends the demands of work and life without the added pressure of commuting or feeling guilty about leaving early to visit the dentist. 

Come work with us and learn what teamwork and integrity blended with an emphasis on well-being and balance can do for your career! 

The seasoned Enterprise Customer Success Manager is responsible for leading and ensuring the success and satisfaction of Skillable’s enterprise, fortune 500 companies. Responsible for serving as a thought partner on strategy development and the role that Skillable plays for customers. Ensure customers achieve their desired outcomes and maximize the value they receive from Skillable's products and services. Partner with stakeholders and bring knowledge of how to navigate large organizations to help clients achieve fully realized and successful product adoption.  

Responsibilities

• Establish, grow, and maintain strong relationships with enterprise customers, including executives, decision-makers, and influencers. 
• Build relationships and credibility with key contacts at all levels; proactively identify contact gaps and work cross-functionally to foster those new relationships. 
• Manage the risk, health and success of enterprise customers and help them achieve their desired outcomes. 
• Collaborate with cross-functional Skillable teams, such as sales, marketing, product development, and customer support, to ensure enterprise customers’ needs and expectations are met. 
• Conduct regular account reviews and present account performance reports to internal and external senior management and stakeholders; identify areas for improvement and growth opportunities. 
• Identify upsell and cross-sell opportunities to increase Skillable revenue and maximize customer lifetime value. 
• Manage and track customer satisfaction and feedback and ensure timely resolution of any issues. 
• Provide strategic guidance, teachings and best practices to enterprise customers on how to maximize the value of the company's products or services. 
• Stay up to date with industry trends and competitive landscape and use knowledge to provide strategic guidance to the enterprise customer and internal teams. 
• Develop and execute customer success plans and strategies to achieve customer retention and business objectives. 
• Monitor product adoption and business outcomes; identify opportunities for improved usage and impact and see those opportunities through with customers. 
• Drive customer satisfaction through impeccable execution and strategic value add, guaranteeing custom renewal. 
• Support and promote the company values through positive interactions with both internal and external partners and customers on a regular basis. 
• Other strategic business initiatives or cross-functional project involvement as required.

Qualifications

• Bachelor’s degree in related field (business administration, sales, etc.) or relevant professional experience. 
• 10+ years of professional experience working in account management, customer success, or a similar field. 
• 3+ years working in an Enterprise level Customer Success role for a tech company, a tech education company required 
• Experience managing a book of business including enterprise, fortune 500 companies. 
• Experience working with large European companies preferred.