Company Overview
We’ve partnered with a leading SaaS platform that specializes in loyalty and referral program software, supporting e-commerce and omnichannel brands in acquiring new customers and maximizing their customer lifetime value. Their platform provides seamless integrations, customizable templates, and real-time analytics to enhance marketing campaigns.
Role Overview
Our client is seeking an experienced and self-driven Enterprise Customer Success Manager to lead loyalty and referral strategy for approximately 30 enterprise-level accounts. This high-impact role involves partnering with innovative brands in e-commerce, aligning the platform with their customer acquisition and retention goals.
Responsibilities
- Manage a portfolio of around 30 high-value enterprise accounts, ensuring successful implementation and optimization of loyalty and referral programs.
- Develop strong relationships with senior stakeholders, acting as a trusted advisor who understands their goals and champions long-term value creation.
- Collaborate cross-functionally with Sales, Product, and Marketing to drive customer satisfaction and program adoption.
- Utilize performance data and behavioral insights to identify opportunities for expansion and program enhancements.
- Conduct quarterly business reviews and strategic planning sessions to align on performance outcomes and growth prospects.
- Travel occasionally (~10%) for client visits and conferences.
Requirements
- 3–5 years of experience in a SaaS environment, ideally in marketing technology or customer engagement platforms.
- Proven track record of managing enterprise-level accounts, driving adoption, retention, and successful customer outcomes.
- Strong communication and relationship-building skills, capable of influencing and aligning cross-functional teams.
- Experience leading executive-level conversations and aligning senior stakeholders around long-term value.
- Analytical mindset with expertise in performance data and insights.
- Experience with a strategic partner in the marketing technology space is preferred.
- Negotiation and objection handling skills, focused on crafting win-win pricing strategies that foster retention and growth.
Compensation & Benefits
- Base Salary: $110,000/year
- On-Target Earnings (OTE) Bonus: $10,000/year
- Healthcare and 401k options available.
Hiring Process
The hiring process is designed to ensure a mutual fit, consisting of:
- Initial screening interview.
- 1:1 meetings with members of the Customer Success and supporting teams to assess alignment.
- Completion of a case study to demonstrate problem-solving and strategic thinking abilities.
Location
This position is open to candidates based in the United States. Please note that the company does not currently offer visa sponsorship.