Customer Success Manager

Entrupy is a global technology company focused on protecting businesses and consumers from counterfeit goods through patented AI and computer vision technology. They are seeking a Customer Success Manager who will build and nurture relationships with enterprise customers, drive user adoption and satisfaction, and develop scalable customer success processes.

Responsibilities:

• Develop and execute Success Plans for Enterprise clients that align Entrupy’s product capabilities with the client's specific business goals, documenting desired outcomes and the path to achieving them
• Develop and implement scalable customer success processes and playbooks for Mid-market customers to optimize onboarding, monitor customer health, mitigate churn risk, and increase engagement through timely intervention
• Collaborate with the Sales team to identify opportunities for upsells or cross-sells, and cultivate 'super-users' to act as case studies, testimonials, or references
• Lead kickoff meetings and custom training/implementation programs for enterprise clients to minimize the Time-to-First-Value and drive product adoption, understanding clients’ unique business requirements
• Lead quarterly or bi-annual meetings with key stakeholders to report on their usage trends, propose opportunities to improve their operational efficiencies, and discuss future growth strategies

Requirements:

• 5+ years of experience in Customer Success or Account Relationship Management, preferably in B2B SaaS products
• Strong Communication: Excellent communication skills, including the ability to present effectively to C-suite members
• Analytical Skills: Strong analytical skills to interpret performance data and develop data-driven success strategies
• Business Acumen: Deep understanding of customer business models and consultative mindset to resolve customer challenges and optimize outcomes
• Process Development: Demonstrated ability to develop scalable customer success processes with a strong growth mindset
• Demonstrated Leadership: Ability to foster a Customer Success culture across departments including Sales, Operations, Product, BI, and Marketing
• SaaS Product Knowledge: Ability to understand SaaS product offerings and technical concepts, such as SDK and API, to drive feature adoption and workflow integration
• Project Management: Ability to handle multiple strategic priorities in a fast-paced startup environment