AddressWhat we are asking you to do!
- Set goals and stretch goals for your team on Customer Success health scores and other success metrics such as onboarding, turning off legacy systems, QBRs and system usage.
- Responsible for the customers assigned to your teams, you will proactively monitor your team's KPIs and ensure our customer health dashboard can be relied upon for strategic customer decisions across Enable.
- During regular touch points with your CSMs you will guide them to achieve greater efficiency and troubleshoot potential challenges.
- Recurring revenue is the backbone of a successful SaaS company. You will orchestrate successful renewals and identify upsell opportunities for the revenue team to hit your region(s) NRR target.
- Liaise with Marketing to facilitate the coordination of customer events and content creation for case studies and other customer-centric collaterals.
- Fostering an environment of collaboration and ongoing learning, you will support your teams with critical customer challenges ideally before they arise.
- Serve as the primary escalation point (after the CSM) for customers to ensure escalated issues are resolved in a timely manner. Utilising your internal network to obtain the right support to resolve any issues.
- Partner with internal teams at Enable to ensure we understand and consider the customer’s voice.
- Promote and encourage the Enable culture in your Customer Success region(s) to promote inter- and cross-region collaboration.
- The CSMs in your region(s) report directly to you. You will coach your CSMs to enhance their leadership capabilities.
- You will develop your CSMs to support you with your assigned hiring and retention targets.
- Continuous focus on enhancing every team member’s skills and experience through training and seeking out growth opportunities in their role.
- Quarterly performance reviews with personal OKRs allow you to measure the performance of team members and set direction to ensure successful ramping of new team members and continued growth for established team members.
- Provide career progression guidance for team members and fast-track options for star performers in your region(s).
