Senior Customer Success Manager

🕒 July 22

🗽 New York – Remote

🗽 New York – Remote

💵 $90k - $125k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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EnterpriseAlumni

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

EnterpriseAlumni is a leading alumni engagement platform designed to unlock the value of alumni networks for businesses. The platform helps organizations engage with former employees to drive sales, improve recruitment processes, and enhance brand advocacy. By providing tools for communication, insights, and integration with existing systems, EnterpriseAlumni facilitates seamless connection and community building with alumni, transforming them into valuable resources for business growth.

📋 Description

• Own your book of business commercially • Lead renewal strategy and commercial planning at the account level • Identify and develop upsell and cross-sell opportunities through a value-led approach • Maintain accurate account health scores, renewal forecasts and plans, and risk flags • Build multi-threaded relationships at senior levels • Act as the customer's internal champion on open issues • Navigate cross-functional dynamics within EnterpriseAlumni • Plan and manage executive business reviews (EBRs) and quarterly business reviews (QBRs) • Serve as a trusted advisor on alumni engagement strategy • Personally own escalation and recovery for at-risk accounts • Develop and execute account-level success plans • Partner with customers to integrate alumni engagement within their internal teams • Champion the alumni experience • Articulate ROI in terms that resonate with leadership • Manage expectations actively across the customer organisation • Synthesise patterns across your portfolio to surface product gaps

🎯 Requirements

• 5+ years in B2B SaaS Customer Success, Account Management, or Partnerships. • Proven track record owning NRR, gross retention, and expansion for a portfolio of enterprise accounts. • Experience managing senior stakeholder relationships at complex, multi-stakeholder organisations. • Commercial mindset: comfortable owning renewal forecasting, expansion pipeline, and account risk for your book of business. • Clear, confident communicator capable of running strategic conversations at VP and C-suite level. • Familiarity with regulated industries or environments with high expectations around data, security, and compliance.

🏖️ Benefits

• Medical, dental and vision insurance • Paid vacation • Company holidays