The Role
The Enterprise Customer Success Manager will enhance customer relationships, drive product adoption and retention, manage renewals, and advocate internally for customer needs.
Summary Generated by Built In
About the Role
As an Enterprise Customer Success Manager, you will be the strategic partner and trusted advisor to our largest and most strategic customers. Your primary goal will be to ensure that customers derive maximum value from our solutions, leading to increased adoption, retention, and advocacy. You will collaborate with internal teams such as Sales, Account Managers, Support, and Product to ensure a seamless customer experience. This role requires a strong understanding of enterprise customer profiles, excellent communication skills, and a passion for driving customer outcomes.
Responsibilities
• Build and maintain strong, long-term relationships with enterprise customers, acting as the primary contact post-sale
• Ensure successful onboarding of new customers by managing implementation timelines, training, and adoption strategies. Partner with customers to ensure they realize the full value of our solutions
• Drive product adoption and utilization by understanding customer goals, sharing best practices, and aligning product capabilities with business objectives
• Act as a customer advocate, representing their needs internally and working closely with Product, Support, and Sales teams to influence product roadmaps and resolve issues
• Own the customer renewal process by proactively identifying and mitigating risks, managing renewal conversations, and ensuring high customer satisfaction and retention
• Identify opportunities for upsell and cross-sell within assigned customer accounts and work with Account managers to close the deal
• Monitor and analyze key metrics related to customer health, taking action on potential risks or areas of improvement
• Conduct regular strategic reviews with assigned customers, providing insights into their usage, demonstrating ROI, and aligning with future goals
• Deliver customer training sessions and enablement resources to ensure ongoing product success
• Multi-thread relationships across customer organizations to ensure broad engagement and product adoption
• Monitor, measure, and improve leading indicators of customer relationship health such as product use, engagement, NPS, and Customer Satisfaction
Requirements
• Professional-level fluency in both Korean and English (written and spoken)
• 5+ years in a B2B customer-facing role, preferably in Customer Success or Account Management
• Strong understanding of Customer Success frameworks and lifecycle management
• Demonstrated success in driving customer adoption, retention and expansion
• Experience with HubSpot
• Experience with ChurnZero or similar Customer Success software
• Experience with subscription renewal management
• Extreme attention to detail and organizational skills
• Excellence at building and managing high-level customer relationships
• Willingness to roll up your sleeves and understand the finer technical points of the product
• Ability to have high-stakes conversations with a variety of stakeholders
• Experience in the cybersecurity industry is a plus
About Us
At Teramind, we're pioneering a predictive, AI-driven approach to safeguarding organizations' people, data, and operations. As a global leader in user behavior analytics, insider risk management, and workforce intelligence, we empower businesses to transform data into a strategic asset - delivering clear visibility, control, and proactive protection across digital environments.
We're open to hiring in just about every country in the world! Feel free to apply even if you don't live in the country listed in the job description.
Benefits
This is a remote job. Work from anywhere! We’ve been thriving as a fully-remote team since 2014. To us, remote work means flexibility and having truly diverse, global teams.
Additionally:
• Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated.
• Competitive compensation
• Career growth opportunities
• Flexible paid time off
• Laptop reimbursement
• Ongoing training and development opportunities
About our recruitment process
We don’t expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we want to hear your story. You can expect up to 3 interviews. In some scenarios, we’re able to streamline the process to have minimal rounds. Director-level roles and above should expect a more thorough process, with multiple rounds of interviews.
All roles require reference and background checks
Teramind is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.
Skills Required
- Professional-level fluency in Korean and English
- 5+ years in a B2B customer-facing role
- Strong understanding of Customer Success frameworks
- Demonstrated success in driving customer adoption
- Experience with HubSpot
- Experience with ChurnZero or similar Customer Success software
- Experience with subscription renewal management
- Extreme attention to detail and organizational skills
- Excellence at building and managing high-level customer relationships
- Willingness to understand technical points of the product
- Ability to have high-stakes conversations with various stakeholders
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The Company
What We Do
Teramind is the leading provider of insider threat management, data loss prevention, and business process engineering software. With hundreds of five star reviews and thousands of customers across the globe Teramind is all about bringing your business peace of mind by providing data backed insights into your company & workforce. Visit https://www.teramind.co.
