Enterprise Customer Success Manager

• As an Enterprise Customer Success Manager, you will be a trusted advisor to key named/strategic customers, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle.
• You’ll be responsible for understanding customer requirements, implementing and onboarding new customers, conducting product training, driving adoption and retention, and ensuring ongoing satisfaction.
• You will work with our customer C-Suite and executive teams, as well as our program counterparts to drive a successful program
• This role works with stakeholders across the company in Sales, Support, Marketing, Product, Engineering, and Finance
• Manage all post-sales activity for Enterprise customers through strong relationship-building, product knowledge, planning, and execution
• Manage complex integration cycles, relationship, with each Enterprise customers; developing key relationships and executing within customer subteams (Finance, HR, etc.)
• Develop a trusted advisor relationship with customers (C-suite) to ensure goals are aligned from a business strategy perspective and success metrics are identified
• Work closely with your Account Executive counterpart to develop a joint success plan for your customers
• Constantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn
• Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention
• Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
• Increase customer retention and ensure alignment by conducting regular check-in calls and Quarterly & Strategic Business Reviews
• Work closely with Product and Engineering on identification/tracking of enhancement requests
• Handle escalations and work across teams to resolve issues
• Improve upon our existing approaches to customer engagement and account management leveraging our CS platform

Benefits

• Parental leave
• Commuter benefits
• Healthcare
• Flexible Vacation
• Health and Wellness
• Fuel for Connection
• Pet Friendly
• IATAN (travel-related discounts)
• 401k (retirement plan)
• Connectivity Allowance
• Learning & Development

• Bachelor’s degree preferred or similar working experience
• High energy, go-getter with fresh ideas who takes the initiative to get things done
• Experience working within the Travel industry
• Attention to detail is a must
• Be able to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
• 5+ years of experience in Enterprise Customer Success Management
• Fluent in French and English
• Excellent project management and organizational skills in a high pressure environment, working with high value customers