Enterprise Customer Success Manager

Role Overview

The Enterprise Customer Success Manager will work with large customers to help them get lasting value from IMPLAN software and economic analysis. The role involves developing a deep understanding of IMPLAN data and products, and of the analytical work each customer does. The CSM will work inside the customer’s process, setting up first projects, building templates, and connecting IMPLAN results to the tools the customer already uses.

What You Will Do

The primary responsibilities of the Enterprise Customer Success Manager include developing a deep understanding of IMPLAN data and products, leading the kickoff with the customer’s team, building a success plan with business goals and a first value milestone, and helping customers connect IMPLAN results to the rest of their tools.

Why It Might Be a Fit

The ideal candidate will have 3 to 5+ years of experience in customer success in SaaS, solutions or implementation consulting, or applied economic or policy analysis, working directly with large enterprises, government, or higher-ed clients. They will have a track record of getting a complex product adopted inside customer organizations and showing measurable results.

Requirements

• 3 to 5+ years in customer success in SaaS, solutions or implementation consulting, or applied economic or policy analysis
• A track record of getting a complex product adopted inside customer organizations and showing measurable results
• Confidence with executives: running business reviews, writing value summaries, and steering a renewal
• Strong logic, problem solving, and research skills, with comfort working in messy customer datasets
• Excellent verbal and written communication skills
• Ability to self-direct and prioritize across about 25 high-stakes accounts with minimal supervision
• Fluency in English