Enterprise Customer Success Manager

Join Merge as an Enterprise Customer Success Manager, where you will be responsible for managing the post-sales journey of up to 30 enterprise customers. You will work directly with technical stakeholders to resolve issues, enhance customer experience, and support contract renewals. This role offers a high level of autonomy and the opportunity to make key decisions that drive effective customer outcomes.

• Gérer le parcours post-vente des clients, de l'intégration au renouvellement, en collaborant avec les équipes de vente et de services techniques.
• Assurer la satisfaction des clients, améliorer l'expérience client et jouer un rôle clé dans le soutien aux renouvellements de contrats.
• Prendre en charge un portefeuille de clients d'entreprise, en prenant des décisions clés pour obtenir des résultats efficaces pour les clients.
• The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict and advocating to internal teams including sales, professional services, product, etc
• Experience working with enterprise SaaS customers (customers with 800+ employees) as well as executive level customer stakeholders
• A background and passion for advocating on behalf of your customers - this role should act as an extension of our customers' team within Merge
• An entrepreneurial mindset - this is a new team at Merge where you will be required to both deviate from established procedure and often build entirely new process or practices to ensure we best serve this customer segment
• A minimum of 6+ years of experience working in a Customer Success or Account Management function with highly technical software products and technical stakeholders