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Enterprise Customer Success Manager

Location: New York

The Role

The Qubit Customer Success team owns all current customer relationships, ensuring these clients derive maximum value from Qubit's products & become advocates for our technology. The team are trusted advisors for client stakeholders, building lasting relationships that enable product adoption, create up-sell opportunities, & minimise churn. We are looking for a Enterprise Customer Success Managers to build partnerships with our largest clients.

As Enterprise Customer Success Manager you will own a handful of accounts comprising approximately $2M of ARR. This will require:

  • The ability to gain a deep understanding of clients' business objectives & to align those with Qubit's capabilities to drive measurable value for customers.
  • An executive presence, strong communication & relationship building skills, & the ability to navigate complex organisational hierarchies to build lasting partnerships at the most senior levels of clients organisations.
  • The ability to deliver results through others by leading & influencing cross-functional business decisions both internally at Qubit & within client accounts.

Key Responsibilities

  • Consulting with client stakeholders to understand their business strategies & goals as well as their objectives for using Qubit, finding ways to align the two, & ensuring Qubit delivers value against agreed success criteria
  • Mapping clients organisations to identify decision makers & key influencers while building relationships with the most senior leaders in the business across teams & functions
  • Becoming a trusted advisor to senior stakeholders
  • Leading Quarterly Business Reviews to communicate ROI & understand clients business goals & challenges in order to develop recommendations for how Qubit can help
  • Performing strategic account planning & identifying, forecasting, & mitigating risks
  • Leading the contract renewal process with a focus on the value Qubits products are driving
  • Coordinating internal, cross-functional teams, with executive level participation, to build deeper relationships with client
  • Identifying & nurturing expansion opportunities & coordinating with Business Development Managers to execute these
  • Working with Qubits Professional Services teams & partners to ensure they are able to effectively deliver personalisation for clients
  • Providing client feedback to Product & becoming an expert on product usage & vision

Key Attributes

  • BA/BSc or higher
  • In excess of 4 years of experience in Enterprise Customer Success or Account Management in a SaaS business
  • Executive presence & the ability to build relationships with C-level executives
  • Commercial savvy & a sound understanding of the SaaS sales & renewal process
  • Renewal management & negotiation experience
  • Experience using CRM systems, such as Salesforce & Gainsight
  • Superior communication & skills
  • Ability to influence, in both direct & tactile manner, internal & external stakeholders
  • Proven track record of meeting & exceeding goals
  • A positive & buoyant attitude
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