About the Role
As an Enterprise Customer Success Manager at Deliverect, you will be the strategic anchor ensuring enterprise customers thrive and achieve maximum value from our API-first platform. You will focus on driving product adoption and fostering long-term loyalty for a mixed book of accounts, acting as the bridge between customers and internal Product and Support teams. Your role is pivotal in fueling retention and revenue growth through exceptional support and a data-driven approach to customer health.
Main Responsibilities
- Develop and execute strategies to foster long-term customer relationships and guide enterprise clients through success milestones and product adoption
- Work cross-functionally with Enterprise Account Managers and Support teams to resolve complex issues and advocate for customers by requesting new features from the Product team
- Monitor customer usage and leverage data to demonstrate Deliverect's value, identifying opportunities to improve customer health and adoption rates
- Act as an escalation point for complex technical and non-technical queries, ensuring timely resolutions
- Identify potential upsell opportunities and support renewal management to ensure continued revenue growth
Required Qualifications
- Professional fluency in English and French with strong written and verbal communication skills
- 2+ years of experience in a customer-facing role such as Customer Support, Customer Success, or Account Management, ideally within a SaaS environment
- Analytical mindset with ability to analyze complex customer issues and leverage data analysis tools to measure customer health
- Proven ability to manage multiple projects simultaneously, meet deadlines, and navigate a fast-paced environment
- Exceptional communication skills with ability to build trust and rapport with key stakeholders across multiple departments
- Familiarity with Google Suite and Zoom; experience with Planhat and HubSpot is a strong plus
Work Arrangement
This is a full-time, hybrid role with a flexible work schedule, offering 4 days in the local office and 1 day working from home.
What You'll Gain
- Dedicated learning budget to expand your skills and knowledge
- Opportunity to solve meaningful challenges in the global tech industry
- Culture of innovation with weekly releases and cutting-edge solutions
- Collaboration with a diverse, international team
- Position at a rapidly scaling SaaS unicorn in the order management industry
- Regionally tailored compensation and benefits packages
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