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Enterprise Customer Success Manager



Customer Service, Sales & Business Development
Dublin, Ireland
Posted on Wednesday, May 22, 2024
Cinchy is the enterprise data collaboration platform that makes it simple and secure for business teams, legacy systems, SaaS apps, and AI to collaborate on data in real-time.
Our customers use Data Collaboration to accelerate digital transformation projects and reduce the time and cost to build applications by more than 50%. Data Collaboration decreases IT project delivery risks, establishes guaranteed data access controls, and enables effortless collaboration on quality data across an organizations’ people and systems.
Welcome to the age of data co-production, where collaboration replaces integration.
We are a growing company of builders, innovators, collaborators that believe freeing your data will empower your teams to build the future and unlock their potential.
Cinchy is seeking a passionate and driven individual to join our team and play a pivotal role in ensuring the success and satisfaction of our valued business and enterprise customers.
As we continue to grow, your expertise will be instrumental in onboarding new accounts onto our services, driving early and ongoing usage, and fostering high levels of customer satisfaction. Your ability to actively engage with customers, understand their unique use cases, and establish trust as a strategic partner will be central to our mission of retaining and expanding our customer base. If you're a creative, energetic self-starter who thrives on deep product knowledge and effective communication, we want you to be a part of our team.

What you will be doing

  • Customer Onboarding: Work with Pre-Sales for a clean internal handoff of customer intelligence, ensuring profile, subscription, use cases and roadmaps are captured in the Customer Success platform. Make an impactful impression during the first meeting by demonstrating ‘Know Your Customer’, outlining next steps in their journey.
  • Cultivate Strong Customer Relationships: Manage all post-sales activities for our top-tier enterprise customers. Your role involves building robust relationships through in-depth product knowledge, meticulous planning, and flawless execution.
  • Product Expertise: Maintain an extensive understanding of our product and its various features and functionalities. Engage customers in conversations that highlight the most relevant aspects of our offering tailored to their specific business needs.
  • Deployment and Adoption Strategy: Collaborate with customers to establish comprehensive deployment, change management, and adoption plans. Ensure that these plans are effectively implemented to maximize the value our platform brings to their organization.
  • Customer Retention: Take proactive measures to boost customer retention rates. Conduct regular check-in calls to address tactical concerns and conduct strategic business reviews to align objectives and outcomes, thereby strengthening long-term relationships.
  • Churn Mitigation: Identify potential churn risks within customer accounts and take immediate action to mitigate those risks. Your dedication will be crucial in retaining our valued customers.
  • Cross-functional Collaboration: Partner closely with our Sales & Services teams to devise strategies for integrating our platform seamlessly into each customer's core architecture.
  • Feedback Loop: Collaborate with our Product, Engineering, and Support teams to identify and track product improvement requests, troubleshoot issues, and resolve bugs efficiently.
  • Customer Advocacy: Act as a vocal advocate for our customers within the organization. Provide valuable internal feedback on how we can enhance our services and better serve our enterprise customers.
  • Travel: Be prepared for travel of up to 20% as needed to engage directly with customers and strengthen relationships.

What you bring - Don’t worry if you don’t have all these things, we believe in investing in personal growth and can coach you to be successful:

  • 5-7 years of experience in customer success or account management within the enterprise technology or B2B SaaS space.
  • Experience with proactively managing large enterprise accounts and a proven track record of customer satisfaction and retention.
  • Self-motivation, collaboration skills, and passion for exceeding customer expectations.
  • Strong communication and relationship leadership skills, with the ability to effectively navigate organizations and champion joint partnerships.
  • Ability to prioritize, multi-task, and perform optimally in an ambiguous environment.
  • Proficiency with Gainsight and Google Work Space.
Key Results (things we will measure success):
30 days: Familiarization with the Cinchy platform, knowledge transfer from Customer Success Team.
60 days: Working with some independence on deliverables.
90 days: Should be working independently and able to take on tasks.
Our Hiring Process:
Talent Screen: You will initially meet (online) with someone from our Talent team. (30 minutes)
Technical Fit: You will walk through a scenario with us and capture the key information and identify how you might direct the issue for resolution. (60-90 minutes)
Team Fit: Meet with one of our leaders (30 minutes)
Values Fit: We then have a values fit interview with one of our senior leaders. (60 minutes)
If all goes well, and you feel that Cinchy is the place you want to build your career, we'll ask for references and make an offer.
Who you will be meeting:
And other members of the Cinchy team
We encourage applications from all qualified candidates around the world, including indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities. Diversity breeds excellence.
If you need any accommodation for the interview process please let us know.