Enterprise Customer Success Manager

Fountain is a company focused on driving customer success, and they are seeking an Enterprise Customer Success Manager to build relationships with major brands. The role involves managing enterprise accounts, ensuring customer satisfaction, and leveraging insights to drive product adoption and success.

Responsibilities:

• Self-sufficient management of 5-15 Enterprise accounts
• Actively ensure there is a clear roadmap and account plan for your strategic accounts to drive long-term account growth and success
• Support and enable customers with regular executive touchpoints and develop meaningful relationships to optimize product adoption and customer value
• Represent the customer voice with internal product roadmap decisions
• Ensure customer wellbeing by monitoring customer health, driving customer adoption, driving KPI improvement, and acting as an escalation point for customer issues
• Develop data-driven QBRs and account plans for customers that outline critical customer goals, metrics for success, potential issues, and provide best practices and recommendations
• Be a strategic partner and thought leader for your customers by providing hiring and workforce management industry insights and best practices
• Be a change management champion by helping your customers evolve their recruiting strategies, processes, and workflows
• Provide training and insights on how to optimize their usage of Fountain
• Interact with clients via email and zoom to gather project requirements, communicate strategies, report back the tracking milestones and success, and manage budgetary allowances
• Create, outline, and maintain updates on project plans, document milestones, manage the budget, and contribute to client success stories
• Collaborate with internal teams (sales, product, engineering, marketing), advocating on behalf of your customers
• Use your insights and innovations working with customers to lead team projects which improve the experience for all customers
• Please expect to travel onsite for customer meetings 2-3x per quarter

Requirements:

• 8+ years in a customer-facing role (with at least 2 years in SaaS), with a preference of Enterprise Customer experience
• A background in customer success and/or account management, developing holistic strategies to guide complex organizations towards measurable business outcomes
• Project management as a strength and experience leveraging internal resources and stakeholders to execute against deadlines within a complex organization
• Experience with executive stakeholder relationship management up to C-level
• Strong attention to detail, effective time management, and organizational abilities
• Familiar with concepts revolving APIs and integrations
• Curious, eager to learn the industry and product
• Strategic thinker with a knack for identifying creative solutions
• Proven ability to operate effectively in a fast-paced environment and adapt quickly to change
• Demonstrated ability to quickly learn new technologies and reporting platforms
• Strong analytical skills, preferably with experience using Looker
• Understanding of key CS concepts such as customer journey, milestones, handoffs, escalations, churns, and maintaining a book of business
• Experience handling renewal conversations and commercials
• Comfort with AI-assisted workflows is expected
• Experience with tools such as Claude, ChatGPT, Notion AI, or similar platforms