How Remoteville checks and expires listings
Customer Success Lead, Enterprise
Skills
Software As A ServiceAccount ManagementBusiness-To-BusinessCustomer ExperienceCustomer Relationship ManagementCustomer SuccessEnterprise Accounts
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 4–7 years of B2B Customer Success or Account Management experience
- Experience in legal tech healthcare tech or a document/workflow SaaS
- Proven track record managing enterprise accounts with strong NRR and expansion results
- Executive presence and comfort running QBRs with partners and firm administrators
- Highly organized and process-oriented with playbook building experience
- Strong instincts for identifying expansion signals and converting them into revenue
- Experience with CRM or CS platforms such as Salesforce HubSpot Gainsight or equivalent
- Comfortable in an early-stage environment and able to build structure independently
Nice to have
- Executive presence
- Process-oriented
- Highly organized
- Customer advocate
- Growth-minded
- Self-starter
Day to day
- Own a portfolio of enterprise accounts and build trusted relationships from post-sale through growth
- Lead structured onboarding for new customers including platform training first case submission and workflow integration
- Run QBRs and executive check-ins to surface value resolve friction and identify expansion opportunities
- Act as the customer's advocate internally by routing feedback to product operations and leadership and closing the loop on outcomes
- Build scalable playbooks and coordinate with support to resolve escalations quickly with white-glove service