Enterprise CSM (m/f/d)

We're the market leader in experience analytics. We enable organizations to see how users experience their mobile applications. We work with teams across Product, UX, Development, and Support, helping them create the optimal user experience and drive fantastic business results.

Join UXCam to be part of a team shaping the future of mobile app analytics. Our mission is to place insights into the hands of everyone optimizing the user journey. We aspire to empower every mobile team globally, unlocking their full potential. At UXCam, you'll collaborate with a diverse and dynamic group, contributing to the vision of creating positive and effortless app experiences. 

Ready for your next career challenge? Join us in revolutionizing the world of mobile app interactions.

As an Enterprise Customer Success Manager (CSM) at UXCam, you will play a crucial role in embedding yourself within our enterprise customer teams to drive their business outcomes. You will be the UXCam expert, guiding prospects and customers throughout their journey to understand and deliver the value that drives their success. Your ability to build strong relationships and collaborate with cross-functional teams will be key to helping our customers achieve their goals and maximize their investment in UXCam. Your clients will be mostly based in EMEA and APAC. You will work with and report directly to the enterprise Team lead, Jenn Morton. VP of the CS department, Susan Ostojska, oversees the support and customer success team. 

Being UXCam's next superstar CSM for Enterprise clients, your main missions include:

• Customer Advocacy and Value Delivery:

  • Serve as the primary point of contact for enterprise customers, understanding their business objectives and ensuring they achieve maximum ROI from UXCam.

  • Partner closely with Account Executives, Product, Engineering, and Support teams to deliver tailored solutions that meet customer needs.

  • Proactively manage the customer journey from onboarding through renewal, ensuring a seamless and positive experience.

• Strategic Planning and Execution:

  • Develop and execute customer success plans, including setting KPIs and milestones, to drive customer engagement and satisfaction.

  • Identify and execute on opportunities to upsell and cross-sell UXCam products and services.

  • Lead regular business reviews with customers to discuss progress, gather feedback, and plan for future needs.

• Project and Change Management:

  • Help customers manage change within their organizations by providing expert guidance on best practices for using UXCam.

  • Coordinate and execute on projects and services that delight customers and drive tangible business outcomes.

  • Troubleshoot and resolve complex customer issues, leveraging internal resources and your own expertise.

• Collaboration and Teamwork:

  • Work closely with cross-functional teams to ensure customer feedback is integrated into product development and service delivery.

  • Share insights and best practices with the broader customer success team to continuously improve our processes and strategies.

  • Foster a collaborative and supportive environment within the customer success team and across the organization.

• 2+ years of enterprise SaaS or technology industry.

• Proven experience in customer success, account management, or a related role, preferably within the SaaS or technology industry.

• Experience working with enterprise clients is required, to ensure you can effectively manage and drive value for large-scale, complex customer accounts.

• Strong understanding of user experience analytics and the ability to articulate the value of UXCam to enterprise customers.

• Ability to tell a story using data.

• Exceptional communication and interpersonal skills, with the ability to build and maintain strong relationships with customers and internal teams.

• Demonstrated ability to manage complex projects and drive customer success initiatives.

• Proactive problem-solving skills and a customer-centric mindset.

• Ability to work independently and manage multiple priorities in a fast-paced environment.

• Experience working with cross-functional teams, including Sales, Product, Engineering, and Support.

Additional skills that you might also bring

• Experience with EMEA and APAC customers 

• Experience with Hubspot, Planhat, Intercom

• Fluency in a language other than English

• A flat and dynamic organization

• Work autonomy, meaningful challenges, and significant impact on the company culture

• International environment with team members from all around the world

• Supportive peers who are passionate about their fields

• Competitive salary

• Knowledge Sharing Opportunity

• Unlimited PTO + Public holidays based on location + extra Birthday Leave

• Maternity and Paternity Leaves

• Open and friendly culture, flexible working conditions

Diversity and Inclusion

At UXCam, we embrace our diverse backgrounds and are committed to creating an inclusive environment for employees of all backgrounds and cultures.