Actabl Enterprise Customer Success Manager

Actabl is hiring an Enterprise Customer Success Manager to own strategic customer relationships and coordinate cross-functional initiatives that support long-term customer success. The role guides customers in getting value from Actabl products, driving adoption and retention, and improving the customer experience through data-informed collaboration.

Responsibilities:

• Serve as the primary point of contact and trusted advisor for a portfolio of customers, building strong, long-term relationships through proactive communication and a deep understanding of their business goals
• Provide strategic guidance and best practices, acting as a product expert and guiding customers on how to leverage the product as it is built today while also advocating for customer needs internally
• Develop and execute joint success plans with customers, outlining key milestones and desired outcomes to ensure they are getting the most out of their investment with Actabl and achieving their business objectives
• Conduct strategic business reviews to review progress against shared goals, demonstrate the value delivered, and identify opportunities for expansion or additional services
• Drive customer engagement with proactive strategies that increase platform usage and deepen product adoption
• Identify at-risk customers and implement strategic remediation plans to reduce churn
• Promote customer advocacy through success stories, reference programs, and feedback loops
• Provide education on product enhancements and industry best practices tailored to the customer’s goals
• Monitor customer health scores, usage data, satisfaction metrics, and engagement trends using platforms like ChurnZero and Salesforce
• Analyze quantitative and qualitative data to generate actionable insights that support customer goals
• Collaborate with Product, Support, and Onboarding teams to escalate feedback and improve the overall customer experience
• Contribute to internal initiatives focused on refining customer journeys, onboarding workflows, and service delivery

Requirements:

• Bachelor's degree in Business Administration, Hospitality Management, or a related field
• At least 5 years of customer-facing experience in Customer Success, Account Management, or a related field, particularly within a global SaaS or enterprise software business
• Experience leveraging tools and technology to enable proactive customer success (e.g., ChurnZero) and make data-driven recommendations
• Proven ability to build and sustain customer relationships that drive retention and growth
• Proven track record of data-driven approach to churn risk mitigation and strong escalation management
• Ability to build and maintain strong relationships with customers, ensuring long-term engagement and satisfaction through proactive communication and tailored solutions
• Highly organized with the ability to manage multiple projects and priorities simultaneously
• Skilled in working with various departments (Sales, Support, Product) to ensure a cohesive and comprehensive approach to customer success
• Strong analytical skills to monitor key metrics, such as customer health, platform usage, and sentiment, and translate data into actionable plans that drive customer success outcomes
• Ability to identify customer challenges and provide effective, proactive solutions
• High level of problem-solving acumen to quickly resolve customer issues and escalate when necessary
• Proficient in creating and delivering impactful business reviews, presentations, and reports to both internal and external stakeholders
• Skilled in articulating business value, data insights, and strategic recommendations
• Ability to thrive in a dynamic and evolving technology environment
• Willingness to learn new tools, methodologies, and product updates quickly to stay ahead in the customer success space
• Acts as the voice of the customer within the company, ensuring customer needs are communicated and that customer feedback is used to improve product offerings and service delivery
• Preferred background in the hospitality industry, as we seek individuals passionate about supporting the service industry and enhancing customer experiences