Enterprise Customer Success Manager

# Applicant Portal:## Job Details:
Enterprise Customer Success Manager|  | Enterprise Customer Success Manager ||  | Enterprise Customer Success Manager ||  |  ||  | The Customer Success Manager (CSM) owns the success of the end to end customer journey for assigned enterprise customers, ensuring they realize maximum value from Solifi’s products. This role acts as a trusted advisor, helping customers modernize, adopt new capabilities, and achieve the business outcomes they are seeking through Solifi solutions.
The CSM plays a critical role in defining key customer outcomes and guiding customers through their journey to successfully adopt cloud based products to achieve those outcomes. While this role does not own commercial renewals, it is directly accountable for customer health, reference ability, successful upgrades, and net revenue retention (NRR) through value realization and product adoption. ||  | Customer Journey & Outcome Ownership  
• Own the end to end customer journey, from post sales through ongoing value realization  
• Develop a deep understanding of each customer’s business objectives, desired outcomes, and success criteria  
• Create targeted success plans aligned to customer priorities  
• Ensure customers are realizing measurable value from Solifi products aligned to their goals  Cloud Adoption, Upgrades & Optimization  
• Partner closely with services to lead customers through successful upgrades that align with their key business outcomes  
• Ensure customers are hitting key milestones along their journey using scorecards and playbooks  
• Partner with customers to plan and execute change management activities associated with upgrades or platform transitions  
• Drive adoption of Solifi best practices, workflows, and features to maximize product effectiveness  
• Identify and mitigate adoption risks, upgrade readiness issues, or customer friction points; pull in SMEs as needed to improve confidence and readiness  Customer Health & Engagement  
• Monitor and manage customer health using leading indicators such as usage, engagement, sentiment, and outcome attainment  
• Proactively intervene on accounts showing risk or declining engagement  
• Ensure customers are positioned to be strong references through successful outcomes and positive experiences  Value Realization & Growth Enablement  
• Translate customer goals into actionable success plans with milestones and measurable outcomes  
• Identify opportunities to expand customer value through increased product usage, additional capabilities, or services engagement  
• Partner with Sales/Account Management as needed to support customer growth resulting in improved Net Revenue Retention (NRR)    Services & Change Enablement  
• Manage basic Statements of Work (SOWs) that support customer adoption, upgrades, or optimization  
• Partner closely with Professional Services to align services delivery to customer outcomes  
• Ensure services engagements drive tangible improvements in customer effectiveness  Cross Functional Leadership  
• Collaborate with Product, Support, Professional Services, and Sales / Account Management to deliver a cohesive customer experience  
• Advocate for customer needs internally, including feedback related to product enhancements or adoption challenges  
• Ensure expectations set during the sales process are successfully delivered post sale  Insights, Reporting & Governance  
• Lead regular customer check ins, success reviews, and executive updates  
• Maintain accurate documentation of customer journeys, health status, and outcomes in CRM and CS systems  
• Surface insights and trends to leadership to inform customer strategy and product direction ||  | 5 years ||  | Bachelor's Degree ||  | Private medical insurance, Auto enrolment pension scheme, Cycle to work scheme, Group Life Insurance, Group Income Protection Insurance, Free on-site parking (Milton Keynes office only), 23 days Holiday - lengthens with service, Option to buy more holiday, Generous Employee Referral Scheme - Earn up to £2,500!,

Discounted eye tests & glasses, Help towards professional association subscriptions, Various company wide social events, Support with professional qualifications |
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