[IT/고객관리] Enterprise Customer Success Manager

An Enterprise Customer Success Manager role is now open in a global software company. The selected candidate will manage enterprise customer relationships by driving adoption, retention, growth, and long-term customer success.

Responsibilities:

• Own a portfolio of assigned enterprise accounts, ensuring value realisation, platform adoption, retention, growth, and overall customer satisfaction
• Develop a strong understanding of the company's value propositions, key capabilities, Enterprise Automation approach, customer success stories, best practices, and product expertise
• Guide customers on their Enterprise Automation journey using business and technical product knowledge
• Develop and maintain strategic relationships with enterprise customers to drive adoption, demonstrate value, and support revenue expansion
• Establish regular customer touchpoints to review progress against business and technical objectives
• Engage with senior customer executives to understand strategic objectives and support their transformation initiatives
• Deliver Customer Objectives Reviews, Executive Business Reviews, and other strategic customer engagements
• Develop a deep understanding of customers' business, use cases, and desired outcomes to maximise the value of the company's products and services
• Drive programs to increase product usage within existing teams and expand adoption across other business units and functions
• Create and maintain customer success assets, including Joint Success Plans aligned with business initiatives, value, and deployment plans
• Monitor customer achievement of desired outcomes and effectively communicate value to both internal and customer stakeholders
• Share best practices on deployment models and governance structures from both business and technical perspectives
• Serve as the primary point of escalation for customer issues and coordinate timely resolution
• Build trusted relationships with internal stakeholders and champion customer needs to improve experience, reduce risk, and support growth
• Manage your book of business with accurate reporting, growth plans, risk mitigation plans, and required documentation following established playbooks and best practices
• Contribute to the development of Customer Success practices, playbooks, process improvements, and operational efficiency

Requirements:

• Bachelor’s degree or equivalent
• More than 7 years of professional experience in consulting, customer success, client relationship, or technical account management roles
• Demonstrated track record of increasing adoption, revenue retention, and customer satisfaction
• Experience managing a portfolio of enterprise accounts, with account ARR ranging from ~$200k to multi-million ARR across the Forbes Global 2000 companies
• Strong written and oral presentation skills, with the ability to effectively engage both business and technical stakeholders (from Developer to C-level)
• Confidence in serving multiple customer stakeholders and working to build communities of champions/advocates across large organisations
• Experience in integration or business automation (awareness of processes and roles in these domains is a plus: HR, Finance, Marketing, Sales, and Post-Sales Customer Organisations)
• Ability and willingness to travel

Preferred Requirements:

• Prior experience as an Account Manager, Senior Member of SI/consulting firms, or CSM in hyper-growth horizontal SaaS/iPaaS companies
• Experience in leading, driving, or consulting in Digital Transformation initiatives
• Native level Korean; proficient in English

About the Company:

A global software company that provides enterprise software solutions to help organisations improve productivity, streamline operations, and accelerate digital transformation.

Keywords:

계정 관리, 소프트웨어, IT, 글로벌

Job Ref: QOHD8F