Note: The job is a remote job and is open to candidates in USA. Confidence Systems develops an AI-enabled enterprise software platform that helps companies document operational processes and measure execution. The Customer Success Manager will manage strategic enterprise accounts, drive adoption and customer satisfaction, and grow revenue through renewals, upselling, and cross-selling while coordinating with cross-functional teams.
Responsibilities
- Serve as the primary point of contact for assigned strategic accounts
- Build and maintain strong, trust-based relationships with C-level executives, IT leaders, and key stakeholders
- Understand clients’ business goals, challenges, and technical requirements to tailor software solutions
- Identify opportunities for upselling and cross-selling additional software products or services
- Develop and execute account plans to achieve revenue targets and growth objectives
- Collaborate with implementation, support, and product teams to ensure seamless onboarding, adoption, and ongoing success of software solutions
- Monitor client health metrics (e.g., usage, satisfaction, ROI) and address potential risks proactively
- Advocate for clients internally to influence product enhancements or custom solutions
- Create long-term account strategies to align software solutions with clients’ evolving needs
- Conduct quarterly business reviews (QBRs) to present performance metrics, ROI, and strategic recommendations
- Stay informed about industry trends, competitors, and client needs to position solutions effectively
- Partner with sales, marketing, product, and technical teams to deliver cohesive client experiences
- Provide feedback to product development teams based on client needs and market trends
- Track and report on account performance, pipeline, and revenue forecasts
- Maintain accurate records of client interactions, contracts, and opportunities
- Support Delivery team and drive use case success
Skills
- Bachelor's degree in Business, Computer Science, or a related field
- 5+ years of experience in account management, sales, or customer success in enterprise software or SaaS
- Proven track record of managing large, complex accounts and meeting/exceeding revenue targets
- Experience working with C-level executives and IT decision-makers
- Familiarity with enterprise software solutions (e.g., CRM, ERP, cloud platforms, cybersecurity, or data analytics)
- Basic understanding of software implementation, APIs, and integrations
- Exceptional communication, negotiation, and presentation skills
- Strategic thinking with a customer-centric mindset
- Strong problem-solving and conflict-resolution abilities
- Ability to manage multiple priorities and build relationships across diverse teams
- Ability to foster trust and loyalty with clients and internal stakeholders
- Deep understanding of clients' industries, challenges, and opportunities
- Expertise in aligning software solutions with client needs to drive value
- Comfortable navigating complex, evolving enterprise environments
- Driven to achieve revenue goals and client satisfaction metrics
- 20-30% travel
- MBA or advanced degree is a plus
Benefits
- Fully Remote
- Discretionary Time Off
- Medical/dental/vision health benefits
Company Overview