Full-Time Enterprise Customer Success Manager

The Role

Are you ready to make a significant impact in a fast-paced, innovative environment? We are on the lookout for an experienced Enterprise Customer Success Manager to join our dynamic B2B SaaS company that'™s revolutionising the way businesses operate in a nascent market!

Imagine being at the forefront of change as our customers transition from outdated manual processes'”think spreadsheets, emails, and folders'”to harnessing the power of our cutting-edge GRC Automation tool. In this pivotal role, you will be the guiding force for enterprises embarking on an exciting journey of transformation, helping them unlock new levels of efficiency and success as they adopt our solutions for the very first time.

If you'™re passionate about driving customer success and thrive in an environment where innovation meets opportunity, this is your chance to shine! Join us and be part of a team that's not just changing how work gets done but also shaping the future of the industry. Your expertise will be crucial in empowering clients to embrace automation and redefine their workflows.

Ready to make a difference? We can'™t wait to meet you!\n

Some key responsibilities of the role:

• Ownership of GRR goals for a Portfolio of high-value accounts: Oversee a designated portfolio of mid-market accounts, ensuring high levels of customer satisfaction and retention while identifying opportunities for upselling and cross-selling.
• Lead GRC Transformation Projects: Drive the planning and execution of GRC transformation initiatives, collaborating with clients as well as internal product teams to align project delivery goals with the customers'™ business objectives
• Act as a Trusted Advisor: Serve as a consultant to CISOs and other key stakeholders, providing insights on information security best practices and compliance requirements.
• Monitor Key Performance Indicators (KPIs): Track and improve leading indicator metrics such as Net Promoter Score (NPS), product adoption rates, and customer engagement levels to assess and improve the health of the customer accounts
• Conduct Quarterly Business Reviews (QBRs): Facilitate regular QBRs with clients to discuss progress, gather feedback, and ensure alignment on future goals and strategies.
• As an SME, mentor / guide other CSMs: As a subject-matter expert, guide other CSMs in the team navigate complexities with their customer engagements, while also leveraging the knowledge to improve internal processes and playbooks.

Some key requirements of the role:

• 5+ years of experience in customer success, consulting, or project management, with a focus on mid-market or enterprise accounts.
• Proven experience in managing complex, multi-phase digital transformation projects with a focus on scaling impact and results.
• In-depth understanding of Governance, Risk, and Compliance (GRC) frameworks (GDPR, HIPAA, SOC 2), with hands-on experience leading large-scale transformation initiatives in this space.
• Strong project management skills, capable of handling multiple complex initiatives.
• Excellent communication and relationship-building skills with senior stakeholders.
• Proficiency in CRM tools and data analysis software.