Serve as the primary point of contact for enterprise agency customers, retaining and growing a book of business
Meet with customers virtually and in-person to provide product expertise, share industry best practices, and deliver strategic recommendations
Own the full customer lifecycle, including support during post-sale onboarding through renewal and including product adoption for new and existing customers
Own the full book of business, including all renewals and a pipeline of expansion opportunities
Identify and close expansion opportunities (users, licenses, add-ons, and new product offerings)
Forecast renewals and expansion revenue with a high degree of accuracy
Execute on-time contract renewals and mitigate churn risk
Identify customer risks early and partner with Support, Product, and leadership to resolve issues
Lead regular business reviews (QBRs) with key accounts
Provide customer insights and feedback that influence product development and go-to-market strategy

5-8 years of experience in Customer Success, Account Management, or sales within a B2B SaaS environment
Experience working with agency customers or similar client types preferred
Proven experience owning a revenue target (retention and/or expansion)
Experience managing complex renewal cycles and driving expansion within enterprise accounts
Ability to leverage data (usage, adoption, engagement) to inform customer strategy
Experience managing a pipeline and forecasting revenue
Demonstrated executive presence and ability to build relationships across multiple stakeholders
Strong communication skills with the ability to de-escalate and solve customer challenges
Experience with contract management and negotiation
Ability to operate in a fast-paced, distributed environment
Proactively incorporate AI tools into day to day work to improve productivity and accelerate delivery

Customer Success Manager, Enterprise Agency

Key skills