Enterprise Customer Success Manager (US)

Avolution builds ABACUS, an enterprise architecture platform used by large organizations. The Enterprise Customer Success Manager owns a portfolio of enterprise customers, leading retention, renewals, and expansion while building customer relationships and coordinating teams to deliver measurable outcomes.

Responsibilities:

• Own a portfolio of 30–45 enterprise customers ($1.5–2.5M ARR), with responsibility for retention, renewals and expansion
• Build success plans tied to each customer's business priorities and measurable outcomes
• Map accounts and build multi-threaded relationships across customer organizations, including senior and executive stakeholders
• Translate complex technical use cases into clear business value
• Identify risk early and put clear plans in place to address it
• Proactively identify and develop expansion opportunities
• Own renewals and growth opportunities through to negotiation and signature
• Maintain accurate forecasts, clear next steps and strong Salesforce discipline
• Work closely with Consulting, Product, Support and Sales to deliver strong customer outcomes
• Travel regularly to spend meaningful time with customers in person
• Support enterprise procurement processes, including tenders, RFIs, RFPs and single-source justifications

Requirements:

• 5+ years' experience managing your own book of clients in Customer Success, Account Management or a similar role
• Experience owning both retention and growth, with a personal commercial target you've consistently hit or
  exceeded
• Experience managing complex enterprise customers with multiple stakeholders, including executives
• Strong discovery skills and the ability to connect customer goals to measurable business outcomes
• Strong negotiation skills and commercial judgment
• Excellent organization, forecasting and portfolio management
• Excellent written and verbal communication
• The ability to learn complex products and use cases quickly
• curious,
  commercially sharp and quick to get to grips with complex customers and use cases
• collaborative, coachable and low ego, who enjoys sharing ideas with the team and is comfortable in an environment where products, processes and priorities continue to evolve
• Experience in complex B2B SaaS or enterprise software
• A background in enterprise architecture, transformation, governance or adjacent technology areas
• A track record of building expansion pipeline within an existing customer base
• Experience working alongside professional services or consulting teams
• Strong Salesforce and forecasting discipline
• Evidence of leadership beyond your own accounts, such as mentoring colleagues, improving processes or leading team initiatives