Lead Customer Success Manager

About the role

This position involves serving as a primary advisor to enterprise clients, guiding them to fully utilize the People Ai platform and achieve significant business results. You will focus on revenue technology and sales operations support, managing a substantial portfolio of accounts to ensure high retention, growth, and customer advocacy.

Key facts

What you'll do

• Develop and implement strategic plans for customer success, outlining specific business goals and return on investment.
• Oversee the entire customer journey, from initial setup and adoption through to renewals and expansion.
• Define critical adoption points and ensure the platform is smoothly integrated into client operations.
• Utilize data analysis to connect the People Ai solutions with client business objectives.
• Collaborate with Sales, Services, Product, and Marketing departments to foster widespread platform adoption.
• Cultivate relationships with key stakeholders within major accounts to broaden the platform's reach.
• Work with Sales and Revenue Operations teams to secure renewals and strategize for account expansion.
• Act as a customer advocate by relaying product feedback and insights to shape the future product roadmap.
• Contribute to customer marketing initiatives by providing case studies and references.

Requirements

• A minimum of 7 to 10 years of experience in Customer Success, Account Management, or Consulting within a SaaS environment, agency, or consulting firm.
• Demonstrated experience managing large enterprise clients with annual recurring revenue exceeding $5 million, characterized by high complexity and numerous decision-makers.
• A thorough understanding of sales, marketing, and revenue operations processes.
• Proven ability in customer engagement, managing renewals, and planning for account growth.
• The capacity to travel up to 15% for client meetings, executive business reviews, and key success events.
• Experience acting as a strategic advisor and presenting data-driven insights effectively to executive leadership.
• A consultative approach, with a deep grasp of sales, marketing, and revenue operations to align solutions with business objectives.
• A track record of successfully managing numerous complex accounts, prioritizing effectively, and achieving measurable outcomes.
• The ability to foresee potential issues, proactively address risks, and adapt strategies as needed.

Nice to have

• Familiarity with Salesforce, AI-powered sales tools, and data analytics platforms.

Skills & tools

• Salesforce
• AI-driven sales tools
• Data analytics

Practical notes

• Eligibility for commissions or bonus programs, equity, and benefits may apply.
• Compensation will be determined based on factors including skills, training, experience, certifications, and geographic location.