As a Lead Customer Success Manager, you will own the post-sales experience for a portfolio of enterprise clients, guiding them from onboarding through long-term growth. Your focus will be on building trusted relationships, understanding client objectives, and ensuring their goals are met through strategic use of our solutions.
Key Responsibilities
- Serve as the main point of contact after sale, maintaining high engagement and satisfaction across the customer journey.
- Act as a strategic advisor, aligning product usage with clients’ business outcomes and long-term priorities.
- Partner with sales teams to develop account strategies, support expansions, and ensure a seamless customer journey.
- Lead executive-level business reviews to demonstrate value, assess progress, and uncover new opportunities.
- Track customer health using adoption data, sentiment, and usage metrics through platforms like Salesforce and HubSpot.
- Anticipate renewal risks by driving engagement, escalating issues when needed, and coordinating internal teams to resolve challenges.
- Ensure renewals are secured through deep understanding of client usage, licensing, and business needs.
- Maintain accurate records in Salesforce, including stakeholder maps, renewal timelines, and health indicators.
- Communicate product updates, new features, and best practices to keep clients informed and empowered.
- Help strengthen the Customer Success team by mentoring peers, refining processes, and collaborating across departments.
Qualifications
Candidates should have a bachelor’s degree in Business, Engineering, Communications, or a related field, along with at least eight years in Customer Success or Account Management, ideally in enterprise software. Experience engaging executive stakeholders, managing complex technical clients, and using CRM tools like Salesforce and HubSpot is essential. Prior work with clients in energy, utilities, or simulation software is a plus. This role is open to remote candidates based in California, with flexibility to work from any location that suits productivity. The organization values customer focus, integrity, innovation, and a unified global approach to teamwork.
