Enterprise Customer Success Manager (EMEA)

at  Keepit

JOIN A DYNAMIC TEAM PROTECTING SAAS WORKLOADS WORLDWIDE!

Are you ready to be part of a fast-growing, innovative team at the forefront of SaaS data protection? KeepIt is growing, and our new Enterprise Customer Success Manager will have a tremendous impact on achieving our mission!
The Enterprise Customer Success Manager (CSM) is the main point of contact for Keepit’s most strategic and complex enterprise customers. The CSM ensures that our enterprise solutions are fully aligned with the business goals, technical requirements, and success criteria of the customer. Working in close collaboration with sales, solution engineering, product management, and support, the CSM is responsible for maintaining strong relationships, driving adoption, and ensuring long-term value realization for enterprise clients.
The CSM will act as a trusted advisor to enterprise clients, helping them navigate Keepit’s solutions, managing complex onboarding processes, and facilitating engagement with Keepit’s technical experts, leadership, and product teams.

SKILLS & EXPERIENCE:

• Several years of experience in customer success, technical account management, or a similar client-facing role, B2B SaaS environment.
• Strong communication and interpersonal skills, with a keen ability to build trust and rapport.
• Technical savvy in managing and understanding the unique needs of enterprise customers.
• Problem-solving and critical thinking skills.
• Proactive, self-motivated, and adaptable in fast-paced environments.
• Excellent organizational and time management skills.
• Technical Proficiency: Comfortable with CRM systems (e.g., Salesforce, HubSpot), customer success, and communication tools.
• Demonstrated success in driving customer engagement and satisfaction.

• Strategic account ownershipServe as the primary point of contact for Keepit’s enterprise customers. Manage the overall relationship and coordinate across teams to ensure successful delivery and adoption of Keepit’s solutions.
• ONBOARDING AND IMPLEMENTATION MANAGEMENT / DELIVERYOversee the onboarding and implementation of Keepit’s solutions for large enterprise customers. Collaborate with solution engineering and technical teams to ensure custom configurations, integrations, and compliance needs are met. Apply lessons learned from similar customers to ensure smoother and faster onboarding.
• CUSTOMER ADVOCACY AND STRATEGIC ALIGNMENTAct as the voice of the customer within Keepit, advocating for customer needs. Ensure solutions and services align with the enterprise’s business objectives and provide feedback to the product team for future developments. Promote the adoption of Keepit’s broader platform for SaaS backup solutions, encouraging multi-workload adoption beyond M365 and Entra ID.
• LONG-TERM SUCCESS PLANNINGDevelop and execute a strategic customer success plan that includes specific goals, key milestones, and success metrics for each enterprise account. Work with the customer to align Keepit’s solutions with their long-term business strategy and drive the adoption of additional workloads.
• CUSTOMER ENGAGEMENT AND HEALTH MONITORINGEngage regularly with key customer stakeholders, including C-level executives and IT leadership. Conduct quarterly business reviews (QBRs) and monitor usage, health metrics, and engagement data. Leverage customer intelligence systems (e.g., centralized customer data) to proactively manage accounts and identify areas for improvement.
• UPSELL AND CROSS-SELL OPPORTUNITY MANAGEMENTWork closely with sales and account executives to identify opportunities for upselling and cross-selling additional products and services. Proactively propose solutions that align with the customer’s evolving needs, with a strong focus on multi-workload adoption.
• RENEWALS AND RISK MANAGEMENTLead the renewal process for enterprise accounts, identifying risks and taking corrective actions to ensure long-term retention and contract renewal. Use insights from customer intelligence tools to anticipate churn risks and engage proactively.
• COMPLEX PROBLEM RESOLUTIONServe as the escalation point for any complex technical or business issues. Coordinate with technical support and solution engineering teams to ensure timely and satisfactory resolutions.
• CUSTOMER COMMUNICATION AND PRODUCT UPDATESProvide customers with regular updates on product enhancements and new features. Organize customer-facing events and technical advisory boards (TABs) to engage enterprise clients at a strategic level.
• TRAINING AND TECHNICAL ENABLEMENTConduct training sessions with relevant customer staff to ensure they understand how to use Keepit’s solutions effectively. This includes both initial training during onboarding and ongoing training as new features and updates are introduced.
• TECHNICAL ACCOUNT MANAGEMENTAct as a technical advisor, reflecting the customer’s technical environment and needs. Ensure that complex technical requirements are understood and addressed. Collaborate closely with solution engineering to resolve technical challenges and provide technical guidance that aligns with the customer’s infrastructure.
• ON-SITE CUSTOMER VISITS AND TRAVELBe available for on-site visits to key enterprise customers to build relationships and provide in-person support when needed. This role requires regular travel to customer sites within the assigned region, ensuring close collaboration with regional sales leaders to provide localized support.
• CONFERENCE AND ROADSHOW ATTENDANCEAttend and represent Keepit at industry conferences, roadshows, and customer events within the region. Network with customers and industry professionals to strengthen relationships and stay informed about trends that may impact enterprise accounts.