Enterprise Customer Success Manager

3 weeks ago

Sydney, Australia Khoros Full time

Overview:
At Khoros, our passion is to help the world’s best brands create customers for life. We build products we’re proud of, and we’re passionate about customer success. As part of the Vista Equity family, you’ll receive best-in-class development opportunities and the ability to work with global brand customers like Samsung, HP, Sony, and Visa.

We are looking for an exceptional **Enterprise Customer Success Manager** to play a key role in ensuring the continued success of our rapidly growing customer base. In this role, you will be the key point of contact for our customers, developing and sustaining strategic relationships with a portfolio of top-tier enterprise customers, and responsible for showcasing Khoros product value that aligns with customers’ goals and related KPIs. You’ll partner with our sales team around account strategies to drive the growth and retention of our customers.

Our Customer Success team is founded on the core tenet that customers who are successful will sustain and expand their business with us over time. The keys to achieving this success are the effective adoption of our products across a customer’s organization, facilitating their technical success while nurturing their overall aptitude, showcasing high impact results that align to a customer’s business objectives, and continuous strategic and relationship alignment.

From messaging, chat, social media, reviews, and SMS, to owned and channel-based digital communities, we help brands harness the power of human connection across every digital interaction to stay all-ways connected — creating deep relationships with their own customers while fostering brand loyalty and advocacy.

**Some Responsibilities Include**:
Effective Adoption:

- Understanding a customer’s journey, maturity, and value proposition for each solution and in the role of social media management
- Build shared, evolving _Success_ Plans that collectively track the customer’s individual goals and related KPIs by product type
- Empower our customers to be internal ambassadors for our products and services and drive growth across the organization

Business Value Realization:

- Understand and articulate the customer's executive priorities and defined initiatives where our products and services can have an impact
- Quantify and describe the business value created by the customer's use of our products, at present and at full potential
- Build _Executive Business Value Reviews (BVRs)_, which utilize goals and KPIs captured in a Success Plan, to provide valuable insights, thoughtful recommendations, and product guidance to a senior leader or executive-level audience
- Exercise strategic and creative problem-solving to provide best practices and innovative solutions
- Build customer advocacy by providing customers with a platform for showcasing their success — i.e., webinar participation, event-based speaking opportunities, case study participation, and more
- Drive customer relationships that build advocacy in the form of indirect revenue growth — i.e., sales references, industry analyst references, software reviews, and NPS

Operational Excellence:

- Work as a facilitator, strategist, and guide to our products and services for an assigned portfolio of enterprise customers
- Serve as the main point of contact, leading regular status calls, ongoing communications, and strategic discussions tailored to an executive audience
- Lead internal and external account planning, motivated by pathways toward customers’ growth
- Present new opportunities, services opportunities, and high-level roadmap vision to customers
- Leverage technology and internal tools to identify potential risks and address escalations and issues as needed
- Partner with internal teams to share customer feedback and ensure delivery of all commitments and Professional Services projects
- Work closely with sales counterparts and uncover growth opportunities with the customer

**Requirements**:

- 8+ years of account management experience in a customer-facing role; strategy development and SaaS experience preferred
- Passion and aptitude for technology and business transformation
- Excellent presentation, with written and verbal skills
- Strong organizational, time-management, and prioritization skills
- Keen analytical skills and ability to gauge and anticipate trends using data
- Thrives in a fast-paced collaborative environment
- Resourceful and motivated to uncover insight, answers, and information across a range of internal teams
- Positive attitude and strong work ethic
- Aptitude for developing and nurturing positive relationships
- Up to 25% travel when approved

**Preferences**:

- Demonstrable knowledge of social media platforms, community, or digital contact centers in a business context
- Creative self-starter; originates and drives constant improvement
- BA/BS degree preferred

  • Enterprise Customer Success Manager

    5 days ago

    Sydney, New South Wales, Australia Boomi Careers Page Full time

    About Boomi and What Makes Us SpecialAs an Enterprise Customer Success Manager, you will be our Customers' strongest advocate, helping them realize value from their Boomi investments. A true team player, you would be as much passionate about maximizing outcomes as about providing an exceptional experience for every customer.You will act as a trusted advisor...

  • Customer Success Manager, Enterprise

    3 weeks ago

    Sydney, Australia Procore Full time

    We are currently seeking an **Enterprise Customer Success Manager** who will cover our clients in Australia and New Zealand. Your primary responsibility will be to ensure the retention and growth of these clients. Acting as a bridge between our Sales team and customers, you will implement best practices and solutions to help our clients derive value from...

  • Customer Success Manager, Enterprise

    2 months ago

    Sydney, Australia Procore Technologies Full time

    We are currently seeking a **Enterprise Customer Success Manager** who will cover our clients in Australia and New Zealand. Your primary responsibility will be to ensure the retention and growth of these clients. Acting as a bridge between our Sales team and customers, you will implement best practices and solutions to help our clients derive value from...

  • Enterprise Customer Success Manager

    5 days ago

    Sydney, New South Wales, Australia Khoros Full time

    Overview:At Khoros, our passion is to help the world's best brands create customers for life. We build products we're proud of, and we're passionate about customer success. As part of the Vista Equity family, you'll receive best-in-class development opportunities and the ability to work with global brand customers like Samsung, HP, Sony, and Visa.We are...

  • Customer Success Manager, Enterprise

    5 days ago

    Sydney, New South Wales, Australia Procore Full time

    We are currently seeking a Enterprise Customer Success Manager who will cover our clients in Australia and New Zealand. Your primary responsibility will be to ensure the retention and growth of these clients. Acting as a bridge between our Sales team and customers, you will implement best practices and solutions to help our clients derive value from Procore...

  • Customer Success Manager, Enterprise

    2 months ago

    Sydney, Australia Procore Technologies Full time

    Job DescriptionWe are currently seeking an Enterprise Customer Success Manager who will cover our clients in Australia and New Zealand. Your primary responsibility will be to ensure the retention and growth of these clients. Acting as a bridge between our Sales team and customers, you will implement best practices and solutions to help our clients derive...

  • Enterprise Customer Success Manager

    2 weeks ago

    Sydney, Australia Datadog Full time

    As an Enterprise Customer Success Manager, you will proactively drive new product attachment and effective strong relationships across our largest and most strategic customers. You'll advocate for the customer internally and focus on a positive customer experience. Interactions are rooted in relationship-management, first and foremost, while also advocating...

  • Enterprise Customer Success Manager

    3 weeks ago

    Sydney, Australia Boomi Careers Page Full time

    **About Boomi and What Makes Us Special** As an Enterprise Customer Success Manager, you will be our Customers' strongest advocate, helping them realize value from their Boomi investments. A true team player, you would be as much passionate about maximizing outcomes as about providing an exceptional experience for every customer. You will act as a trusted...

  • Enterprise Manager, Customer Success

    3 weeks ago

    Sydney, Australia Procore Technologies Full time

    As our **Enterprise Manager, Customer Success** you will play a crucial role in driving the retention and expansion of our customer base across ANZ and Asia, through increased adoption and engagement. Procore’s Customer Success team is instrumental to long-term profitability by identifying upsell opportunities, mitigating risk, driving adoption while...

  • Enterprise Manager, Customer Success

    5 days ago

    Sydney, New South Wales, Australia Suffolk Tech Full time

    As our Enterprise Manager, Customer Success you will play a crucial role in driving the retention and expansion of our customer base across ANZ and Asia, through increased adoption and engagement.Procore's Customer Success team is instrumental to long-term profitability by identifying upsell opportunities, mitigating risk, driving adoption while providing a...

  • Enterprise Account Manager

    2 months ago

    Sydney, Australia Hewlett Packard Enterprise Full time

    Enterprise Account Manager This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office. Hewlett Packard Enterprise (HPE) advances the way people live & work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world. HPE helps...

  • Enterprise Customer Success Manager

    7 days ago

    Sydney, Australia Okta Full time

    **Get to know Okta** Okta is The World's Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security...

  • Enterprise Manager, Customer Success

    5 days ago

    Sydney, New South Wales, Australia Suffolk Tech Full time

    As our Enterprise Manager, Customer Success you will play a crucial role in driving the retention and expansion of our customer base across ANZ and Asia, through increased adoption and engagement. Procore's Customer Success team is instrumental to long-term profitability by identifying upsell opportunities, mitigating risk, driving adoption while providing a...

  • Enterprise Manager, Customer Success

    3 weeks ago

    Sydney, Australia Procore Technologies Full time

    Job DescriptionAs our Enterprise Manager, Customer Success you will play a crucial role in driving the retention and expansion of our customer base across ANZ and Asia, through increased adoption and engagement. Procore’s Customer Success team is instrumental to long-term profitability by identifying upsell opportunities, mitigating risk, driving adoption...

  • Enterprise Manager, Customer Success

    5 days ago

    Sydney, New South Wales, Australia Procore Technologies Full time

    Job DescriptionAs our Enterprise Manager, Customer Success you will play a crucial role in driving the retention and expansion of our customer base across ANZ and Asia, through increased adoption and engagement. Procore's Customer Success team is instrumental to long-term profitability by identifying upsell opportunities, mitigating risk, driving adoption...

  • Enterprise Account Manager

    5 days ago

    Sydney, New South Wales, Australia Hewlett Packard Enterprise Full time

    Enterprise Account ManagerThis role has been designated as 'Edge', which means you will primarily work outside of an HPE office.Hewlett Packard Enterprise (HPE) advances the way people live & work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world.HPE helps customers to...

  • Enterprise Manager, Customer Success

    5 days ago

    Sydney, New South Wales, Australia Procore Technologies Full time

    As our Enterprise Manager, Customer Success you will play a crucial role in driving the retention and expansion of our customer base across ANZ and Asia, through increased adoption and engagement. Procore's Customer Success team is instrumental to long-term profitability by identifying upsell opportunities, mitigating risk, driving adoption while providing a...

  • Enterprise Customer Success Manager

    5 days ago

    Sydney, New South Wales, Australia Okta Full time

    Get to know OktaOkta is The World's Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and...

  • Enterprise Customer Success Manager

    1 week ago

    Sydney, Australia Hatch Full time

    ** This role is at Nearmap (not for Hatch)** Hatch is supporting Nearmap to find a great Enterprise Customer Success Manager (SaaS) to join their Sales and Customer Success team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Nearmap. **About...

  • Enterprise Customer Success Manager

    3 weeks ago

    Sydney, Australia Hatch Full time

    ** This role is at Reejig (not for Hatch)** Hatch is supporting Reejig to find a great Enterprise Customer Success Manager to join their Sales and Customer Success team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Reejig. **About the role at...