Position Overview:

We are seeking an experienced and relationship-driven Enterprise Customer Success Manager (ECSM) to join our growing team. This full-time role is responsible for managing, nurturing, and expanding relationships with a portfolio of mid-market and enterprise-level clients. The ideal candidate will serve as a strategic advisor to customers, ensuring they achieve their business objectives while identifying opportunities for account growth, retention, and long-term partnership.

The Enterprise Customer Success Manager will manage a book of business consisting of 40+ accounts and will regularly engage with clients through meetings, business reviews, and proactive outreach. This position requires a strong background in B2B account management, customer success, and relationship building within complex business environments.

Schedule:

• Mondays to Fridays, 9:00 am to 5:00 pm (US Eastern Time, 40 hours per week)

Key Responsibilities:

• Manage and grow a portfolio of 40+ mid-market and enterprise customer accounts.
• Develop trusted relationships with key stakeholders and decision-makers within client organizations.
• Conduct regular client meetings, business reviews, and strategic account planning sessions.
• Proactively engage customers through phone calls, video meetings, and email communications to ensure satisfaction and drive adoption.
• Identify opportunities for account expansion, upselling, cross-selling, and contract renewals.
• Monitor customer health metrics and develop action plans to mitigate risks and improve retention.
• Serve as the primary point of contact for customer inquiries, escalations, and strategic initiatives.
• Collaborate with Sales, Operations, Product, and Support teams to ensure customer needs are addressed effectively.
• Maintain accurate customer records, activities, and account plans within CRM systems.
• Track account performance, customer engagement, and growth opportunities using Zoho dashboards and reporting tools.
• Prepare and present executive-level reports, business reviews, and customer success plans.
• Stay informed about industry trends and customer business challenges to provide consultative guidance and recommendations.

Qualifications:

• Required Experience
• Minimum of 5 years of experience in Customer Success, Account Management, Client Relationship Management, or a similar customer-facing role.
• Proven experience managing a book of business consisting of 40 or more accounts.
• Strong B2B customer management experience, preferably supporting mid-sized to large enterprise clients.
• Demonstrated success in customer retention, account growth, and relationship development.
• Experience conducting executive-level meetings and engaging with senior stakeholders.
• Strong consultative communication and presentation skills.
• Ability to manage multiple priorities and customer relationships simultaneously.
• Technical Skills
• Experience using Zoho CRM and Zoho Dashboards for account management, reporting, and customer tracking.
• Proficiency with Google Workspace (Google Docs, Sheets, Slides, Gmail, and Calendar).
• Strong analytical and reporting skills with the ability to interpret customer data and identify growth opportunities.
• Experience working with customer success metrics, KPIs, and account health indicators.
• Preferred Qualifications
• Experience working within the manufacturing industry or supporting manufacturing clients is highly preferred but not required.
• Experience working with enterprise customers in industrial, operational, logistics, or supply chain-related industries is a plus.
• Familiarity with SaaS, technology-enabled services, or operational business solutions is advantageous.

Ideal Candidate:

The ideal candidate is a proactive relationship builder who thrives in a customer-centric environment. They are highly organized, strategic in their approach to account management, and passionate about helping customers achieve success. They excel at balancing customer advocacy with business growth objectives and are comfortable managing a large portfolio of enterprise-level accounts while delivering exceptional customer experiences.

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring
• Health insurance coverage for eligible locations

Note:

Please click the Apply button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.