Customer Success Manager/Director, Enterprise

Job not on LinkedIn

🔥 0 minutes ago

🏖️ New Jersey – Remote

🏖️ New Jersey – Remote

💵 $100k - $140k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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aytm

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📣 Marketing

☁️ SaaS

Consulting • Marketing • SaaS

aytm is an advanced consumer insights platform that provides technology and expertise to empower market research initiatives. With a focus on agile consumer insights, aytm offers a range of solutions including a predictive sample engine, survey authoring tools, and real-time reporting and analysis dashboards. Their proprietary consumer panel, PaidViewpoint, is highly regarded for delivering quality responses. Additionally, aytm utilizes AI-powered tools such as Skipper, an AI research assistant, to facilitate faster, actionable insights. The platform is tailored for various industries such as banking, healthcare, telecom, and more, helping businesses to make informed decisions based on comprehensive research insights.

📋 Description

• Manage a portfolio of enterprise accounts as the primary post-sale strategic contact • Build durable relationships across insights, brand, innovation, and procurement stakeholders • Drive usage performance, increase rundown velocity, and ensure deposits are consumed against committed usage targets • Identify usage shortfalls and build recovery plans with the account team • Lead onboarding and implementation for new accounts, business units, and user cohorts • Align on success criteria and demonstrate progress toward them • Build and maintain Enterprise Success Plans covering account objectives, stakeholder coverage, use case expansion, and adoption milestones • Identify new research applications and expand use cases across business units • Advance accounts toward self-serve, programmatic platform use • Manage renewal risk with Account Management and lead mitigation plans • Provide account intelligence and value evidence for renewal and expansion motions • Identify and qualify expansion opportunities and hand them to Account Management • Prepare and deliver QBRs to senior customer stakeholders • Coordinate Customer Engagement, Professional Services, Solution Strategy, Learning, and Product resources • Monitor health and usage signals, execute playbooks, and maintain accurate records in Gong, Salesforce, and other tools • Capture customer feedback for the product roadmap and promote new features to accounts • Generate organic referrals from satisfied users

🎯 Requirements

• Bachelor's degree in Business, Marketing, Information Technology, market research, or a related field • 6+ years in Customer Success or Account Management at a SaaS or technology platform company • At least 3 years managing enterprise accounts in market research • Demonstrated retention and expansion outcomes measured by GRR, NRR, churn reduction, consumption against target, or comparable metrics • Experience managing multi-stakeholder accounts across several business units and executive and end-user relationships • Experience in technical environments, including learning complex systems, troubleshooting, and coordinating cross-functional resolution • Strong analytical skills and ability to interpret usage data and act on insights • Exceptional organizational skills and ability to manage competing priorities across a large portfolio • Exceptional written and verbal communication skills, including presenting to senior stakeholders • Proficiency with Salesforce, BI or reporting tools, and Microsoft Office or Google Workspace • Willingness to travel for customer meetings, conferences, and internal team meetings • This employer does not sponsor applicants for work Visas

🏖️ Benefits

• Unlimited, responsible PTO • $0 deductible health plans plus dental and vision insurance • 401k retirement account with automatic company contributions • Dependent Care pre-tax benefit account • Professional development support • In-home snack allowance • Cellphone and internet credits • Equipment and structured onboarding • Paid volunteer time • Fully virtual work environment with flexibility and no commute