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Position Description

The Customer Success Manager owns the post-sale customer journey for a portfolio of Enhesa customers, from onboarding through ongoing adoption and value realization. Ensuring every customer is successfully onboarded, actively using the products and services they've purchased, and achieving measurable outcomes against their compliance and sustainability objectives. Acting as a trusted advisor and the customer's advocate within Enhesa, the Customer Success Manager drives product and feature adoption, deepens usage across the customer's organization, and builds the value story that protects and grows the relationship over time. Success in this role is measured by gross revenue retention (GRR), product adoption and usage, account health, and customer satisfaction. The Customer Success Manager partners closely with Account Management, which owns commercial negotiations, so that renewals are a natural outcome of the value delivered throughout the year.

Core Responsibilities

• Onboarding new customers:
  • Owning and project-managing the onboarding of new customers to Enhesa products and services, ensuring a structured, on-time launch and a fast time to first value. 
  • Setting up customers for success from day one: confirming goals and success criteria, configuring the engagement plan, and introducing key resources such as the Enhesa portal and Enhesa Academy. 
  • Facilitating communication between the customer and Enhesa's Support Services (Client Services, Expert Services, etc.) throughout onboarding.

• Driving product and feature adoption:
  • Monitoring product usage and adoption data to understand how each customer is engaging with their subscription, and acting proactively when usage dips or plateaus.
  • Building and executing adoption plans that connect Enhesa's products and features to the customer's workflows and objectives.
  • Promoting awareness and uptake of new features, content, and product releases across the customer's user base. 

• Delivering trainings and enablement: 
  • Delivering product trainings, refreshers, and enablement sessions for new and existing users, including sessions tailored to new stakeholders joining the account.
  • Leveraging and promoting Enhesa Academy and self-service resources to scale customer education.

• Expanding usage across the customer's organization: 
  • Identifying opportunities to broaden usage into new teams, sites, functions, and use cases within existing entitlements.
  • Spotting expansion signals (new jurisdictions, products, or services the customer would benefit from) and partnering with Account Management to pursue them.

• Leading quarterly business reviews (QBRs)
• Tracking and monitoring account health:
  • Maintaining an account health score for every customer in the assigned portfolio, built on leading indicators such as product usage and adoption trends, engagement with trainings and QBRs, support ticket activity, stakeholder changes, and sentiment.
  • Reviewing account health on a regular cadence and keeping health status, risk flags, and next actions current in internal systems so leadership has an accurate, real-time view of the portfolio.

• Preventing churn through early risk identification: 
  • Identifying early warning signs of risk (declining usage, champion departure, low engagement, unresolved issues, organizational change) well before the renewal window. 
  • Building and executing risk mitigation and save plans in partnership with Account Management, Support, and Expert Services, and escalating internally when needed to protect gross revenue retention (GRR). 
  • Re-engaging at-risk customers through targeted outreach, re-onboarding, retraining, and value realignment against their original objectives. 

• Managing customer relationships, retention, and advocacy: 
  • Building relationships with key customer personnel, decision-makers, and stakeholders, and acting as the customer's central point of contact and internal advocate. 
  • Capturing, reporting, and acting on customer feedback and voice-of-customer insights, and driving customer satisfaction and loyalty. 
  • Supporting renewal readiness by equipping Account Management with the adoption and value evidence needed for a successful renewal. 

• Collaborating cross-functionally:
  • Acting as a liaison between the customer and Enhesa, mitigating customer crisis situations by delegating and communicating internally with Enhesa Support teams while maintaining clear communication with the customer.
  • Representing the voice of the customer in cross-functional sounding boards and projects, and sharing adoption insights that inform product and go-to-market decisions.

• Supporting the team internally:
  • Assisting other Customer Success Managers with personal development, training, onboarding, learning internal tools and navigating the proper channels internally. 

Experience

• Bachelor's degree in Business, Communications, Marketing or a similar field of study from an accredited university is required. 
• Experience: 
  • 3-5 years of demonstrated experience in customer success, account management, or a related post-sale customer-facing role in a Business-to-Business environment in the Software, software as a service (SaaS), IT, insurance, engineering, financial services or consultancy industry. 
  • Experience running structured onboarding, adoption, and training programs for enterprise customers. 
• Demonstrated ability to drive retention, adoption, and customer satisfaction across a portfolio of accounts. 
• Data fluency. Comfort using product usage and adoption analytics to prioritize outreach and tell a value story. 
• Strong presentation and training delivery skills, in both live and virtual settings. 
• Solid project management/cross-functional collaboration. 
• Solid problem-solving and customer relationship management (CRM) skills. Experience with tools such as Salesforce, Pendo, Gong, and Zendesk is an asset. 
• Team player. Ability to work on a team in a collaborative environment, sharing information and best practices. 
• Fluency in English. Other languages are an asset. 
• Proficiency in Microsoft Office Suite 365.