Enterprise Customer Success Manager

📋 Description

• • Serve as a strategic business partner to LeanData’s most complex and high-value enterprise customers, owning the long-term commercial and strategic success of a dedicated portfolio of accounts.
• • Deliver measurable business outcomes and a strong user experience by guiding customers through full lifecycle implementation, adoption, and optimization of LeanData solutions.
• • Develop and execute customized customer success plans aligned with each client’s strategic revenue goals and LeanData’s capabilities, ensuring consistent value realization.
• • Monitor customer health indicators, usage patterns, and renewal timelines to proactively identify risks and implement mitigation strategies that safeguard retention and drive expansion.
• • Lead cross-functional collaboration with internal teams including Product, Engineering, Marketing, Sales, and Account Management to ensure seamless delivery and alignment on customer needs.
• • Build and maintain executive-level relationships with key decision-makers and operational stakeholders across client organizations, acting as a trusted advisor on revenue process optimization.
• • Represent the voice of the customer internally by providing actionable feedback to Product and Engineering teams to influence roadmap priorities and product enhancements.
• • Identify and drive upsell and cross-sell opportunities in partnership with Sales and Account Management teams, directly contributing to Net Revenue Retention (NRR) and revenue growth.
• • Execute adoption strategies that increase utilization of existing features and accelerate adoption of new product capabilities as they launch.
• • Communicate complex technological and business concepts clearly and confidently to both technical and non-technical executive audiences.
• • Navigate intricate customer organizational structures to identify and cultivate influential stakeholders across Sales, Marketing, Finance, and IT functions.
• • Escalate critical issues promptly and partner cross-functionally to ensure timely resolution and minimize disruption to customer success.
• • Drive continuous improvement in customer satisfaction and retention by aligning LeanData’s go-to-market strategy with real-world customer insights and pain points.
• • Maintain a deep understanding of the enterprise revenue process—including lead-to-account routing, attribution, and data hygiene—and apply this expertise to enhance customer outcomes.
• • Collaborate with implementation and professional services teams to ensure successful onboarding and ongoing alignment between customer objectives and LeanData’s platform functionality.
• • Track and report on key performance metrics tied to customer health, adoption, expansion, and retention to inform internal strategy and executive reporting.
• • Act as a key advocate for LeanData by fostering strong customer relationships that lead to referrals, case studies, and public testimonials.
• • Stay current on industry trends in Sales and Marketing Operations to provide forward-looking guidance to customers and inform internal product development.
• • Balance multiple enterprise accounts with varying levels of complexity, ensuring each receives tailored attention and strategic support aligned with their business stage and growth trajectory.