- Company Name
- Go1
- Job Title
- Enterprise Customer Success Manager
- Job Description
-
**Job title**: Enterprise Customer Success Manager
**Role Summary**:
Manage and grow a $2M+ portfolio of high‑value enterprise accounts in France and Germany. Act as the primary strategic partner, driving adoption, retention, and expansion of the platform, while coordinating implementation, feedback loops, and cross‑functional initiatives to deliver a superior customer journey.
**Expectations**:
- 5–7 years of Customer Success, Account Management or comparable experience, preferably in SaaS or EdTech.
- Proven track record managing complex, enterprise‑level customers with multi‑stakeholder relationships.
- Fluent in both German and French; strong written and verbal communication with senior executives.
- Ability to analyze data, create account plans, forecast growth, and mitigate churn.
- Resilience, creativity, and comfort with ambiguity; proactive problem‑solver.
**Key Responsibilities**:
1. Build and maintain trust with senior decision‑makers, positioning as a strategic advisor.
2. Lead Quarterly Business Reviews (QBRs) and executive‑level discussions to identify opportunities for upsell and expansion.
3. Oversee seamless deployments of solutions, coordinating with Onboarding, Content, and Customer Experience teams.
4. Gather and communicate client insights to Product, Design, and Engineering to influence roadmap priorities.
5. Partner with Sales, Marketing, Support, and Operations to ensure unified, exceptional customer experience.
6. Monitor account health metrics, detect risks early, and implement churn‑mitigation strategies.
7. Develop long‑term account plans, including growth targets, renewal timelines, and forecasting accuracy.
8. Mentor junior CSMs and contribute to the broader CSM strategy through sharing best practices and innovative ideas.
**Required Skills**:
- Bilingual fluency in German and French (spoken and written).
- Enterprise account management expertise, including multi‑threaded stakeholder engagement.
- Strategic account planning, forecasting, and revenue growth.
- Data‑driven decision making and proficiency with account‑management metrics.
- Strong communication, presentation, and negotiation skills.
- Collaborative mindset for working cross‑functionally with Product, Engineering, Sales, and Support.
- Resilience, adaptability, and proactive problem‑solving in ambiguous environments.
**Required Education & Certifications**:
- Bachelor’s degree in Business, Marketing, Communications, or related field.
- No mandatory certifications; relevant industry credentials (e.g., Certified Customer Success Manager) may be advantageous.