ENTERPRISE CUSTOMER SUCCESS MANAGER SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Published: Feb 04, 2025 - The Enterprise Customer Success Manager brings experience in CSM, Technical Account Management, or Sales within a dynamic tech environment. Demonstrates a passion for problem-solving, building relationships, and influencing change across various technical scenarios and customer industries. Leverages strong business acumen, project management skills, and Salesforce experience to communicate effectively, navigate complex situations, and continuously develop new skills.

Essential Hard and Soft Skills for a Standout Enterprise Customer Success Manager Resume
  • Portfolio Management
  • Product Adoption
  • Customer Retention
  • Onboarding
  • Cross-Department Collaboration
  • Account Management
  • User Adoption
  • Growth Strategy
  • Business Analysis
  • Customer Feedback Collection
  • Customer Engagement
  • Relationship Building
  • Strategic Planning
  • Customer Advocacy
  • Cross-Functional Coordination
  • Client Retention
  • Product Evangelism
  • Executive Communication
  • Process Optimization
  • Business Review Leadership

Summary of Enterprise Customer Success Manager Knowledge and Qualifications on Resume

1. BA in Business Administration with 11 Years of Experience

  • Experience in a CSM, Technical Account Management, or Sales related role in a relative and dynamic technology company
  • A real passion for problem-solving and executing strategies across a wide variety of technical scenarios and customer industries
  • Ability to build effective work relationships with various levels and departments of the organization, influence behavior, and change management
  • An understanding of product development life cycles and project management skills
  • Effective communicator of programs and concepts at all levels
  • Proven business acumen, influencing and negotiation skills with third parties
  • A desire to constantly develop new skills
  • Strong work ethic (punctuality, professionalism, pride, and desire for success)
  • High degree of integrity and honesty, demonstrated ability to exercise confidentiality and neutrality in complex and sensitive situations
  • Salesforce experience.
  • Strong Communication Skills
  • Experience with macOS, iOS, and tvOS in a professional setting
  • Excellent Organizational Skills

2. BS in Marketing with 7 Years of Experience

  • Experience in a B2B client facing role (professional services, sales, or account management)
  • Fluency in both English and German
  • Genuine passion for helping clients succeed, and a deep sense of empathy for busy technology users
  • Basic understanding of revenue recognition, and knowledge of and restructuring contract terms, and conditions relating to legal, finance and billing
  • Great communication skills - able to provide clear and concise guidance through emails, over the phone, or in-person
  • Strong writing skills, with a casual and confident tone
  • Attentive to the details that make service stand out
  • Proven ability to communicate technical topics to both technical and non-technical audiences 
  • Experience with customer interaction in an online, phone, or email setting 
  • Proven ability providing successful outcomes to high touch or high value customers 

3. BA in Communications with 6 Years of Experience

  • Experience working with Executive and C-Level teams
  • Experience as a program manager, orchestrating the appropriate internal resources to help ensure customers are achieving goals through the partnership
  • Team-oriented, but eager to act aggressively to get things done for customers
  • Account management, customer success, or consultancy experience
  • Experience in SaaS 
  • Gainsight or Customer Success software experience
  • Self-starter, energetic multi-tasker, highly motivated and team player
  • Good Listening Skills and Strong Customer Service Skills
  • Ability to engage with and establish trust and rapport with all levels of customers and employees
  • Ability to work independently and as part of a team
  • Ability to multi-task and prioritize duties
  • Strong attention to detail
  • Ability to communicate complex technical terms in an easy-to-understand, non-technical manner
  • Ability to interact effectively with co-workers in a results driven culture

4. BS in Computer Science with 8 Years of Experience

  • Experience in working with customers in a commercial and/or technical capacity.
  • Self-starter with strong collaboration skills
  • Capability of Managing Multiple Priorities.
  • Ability to work with cross functional teams
  • Experience with understanding customer buying behaviors and processes.
  • Have knowledge of how services are organized and delivered – Collaborate with them on behalf of customers.
  • Ability to motivate and work with others to make customers successful.
  • Commercial acumen. 
  • Ability to collaborate and build trust with sales.
  • Capable of developing, communicating, and executing a services ARR strategy at a corporate level.
  • Excellent presentation and communication skills (written and verbal) to various levels of customer’s organization.
  • Comprehending the needs and requirements of customers in order to bring strategic value to them. 
  • Strong knowledge of databases and big data technologies such as Hadoop and Spark
  • Significant prior experience working inside or with organizations in the Defense and Public Safety markets.
  • Current or easily renewable CD / SD accreditation with the French Government.
  • High revenue retention with limited churn and downsells.

5. BA in Management with 4 Years of Experience

  • Hands-on Professional Services/ Consulting/ Customer Success/ Customer Marketing (or any other customer facing role) in an Enterprise Product experience 
  • SaaS experience 
  • Willingness to learn, collaborate, comfortable with ambiguity/ changing priorities as part of the start-up culture, and possessing customer-centricity.
  • Experience with any of the following tools - Mixpanel/ Amplitude/ WalkMe/ Pendo/ Google Analytics or the like
  • Strong passion for being hands-on technically and product savviness
  • Experience collaborating with cross functional teams within Gainsight, and a customer organization to support a joint outcome
  • Demonstrated ability to communicate effectively via oral and written formats, PowerPoint and Excel skills are a must esp with multiple stakeholders/ personas
  • Understanding of the customer pain-points/ use cases, and being able to solve them with Gainsight products.
  • Enthusiasm for customer success and excellence in the product space
  • A track record of excellent project management with an emphasis on change management.
  • An understanding of how to work with a large organization and comfortable maintaining many relationships at once.
  • Someone who honestly believes in and demonstrates company values.
  • Self-motivated, proactive team player. 
  • Able to zoom in to most granular details and also zoom out to understand the philosophy of how and why decisions are made

6. BS in Information Technology with 6 Years of Experience

  • Customer Success experience supporting an enterprise platform with Fortune 100 customers.
  • Experience managing multi-group or global accounts.
  • Sales enablement or sales technology experience 
  • Highly analytical and 2-4 years of experience working with data-driven dashboards and reports.
  • Outstanding business consulting skills (forging relationships with senior-level stakeholders
  • Understanding business goals, strategic plans, metrics, and challenges, collaborating on solutions).
  • Experience as an advanced user on a robust, SaaS-based enterprise software platform.
  • Superior communicator with excellent writing and verbal communication skills.
  • Experience working with a rapidly changing product and thrive in a dynamic, fast-paced environment where change is the only constant.
  • Able to efficiently switch contexts from responding to customer emails to giving a product demo to meeting with the product team about an upcoming feature
  • Able to effectively balance competing priorities and make decisions that best support Asana, the team, and the customer. 

7. BA in Customer Relationship Management with 5 Years of Experience

  • Mastery level knowledge of a job area is typically obtained through advanced education combined with experience. 
  • May have deep knowledge of project management.
  • Extensive experience working in Customer Success roles, Consulting or Sales in an Enterprise Software context is preferred, Management Consulting Experience
  • Strong operational background with the proven ability to define and leverage business metrics to manage the customer journey. 
  • Prior Line of business operational role in key verticals
  • Proven leader with the ability to develop, articulate and execute a vision that is aligned with both company and team strategies, and maps to defined customer business/customer success outcomes.
  • Strong bias toward delivering customer outcomes and a passion for revenue retention and growth
  • Strategic, self-driven thinker who can develop/implement a Go-To-Market strategy across all stages of the customer lifecycle and is skilled at driving continued process improvements
  • Excellent executive-level communication and presentation skills.
  • Ability to multi-task, prioritize and coordinate activities to meet multiple, agile deadlines, work well under pressure

8. BS in Project Management with 6 Years of Experience

  • Business experience in Account Management or Customer Success.
  • Experience with SaaS.
  • Experience managing Enterprise and Strategic Customers (emp 10,000 plus).
  • Able to drive customer onboarding, implementation and consultation.
  • Able to design and build out processes that align with customer needs.
  • Able to think critically about the customer’s needs and provide detailed input and feedback to achieve hiring goals.
  • Craft proactive alerts and reports that drive internal team behavior to manage customers more proactively.
  • Ability to manage cross-functional projects with great attention to detail.
  • Has a high degree of collaborative spirit.
  • Has a high degree of technical aptitude.
  • Customer Success account management experience at a B2B SaaS company, preferably high transaction/sales.
  • Proven experience growing, not just retaining, the revenue associated with enterprise customer accounts.
  • Prior experience managing accounts at various sizes of adoption
  • Experience partnering with product and development teams and subject matter experts, or working in a Scrum or Agile environment

9. BS in Marketing with 6 Years of Experience

  • Experience as a Client Success Account Executive/Manager or a customer-facing Project Manager, preferably serving SaaS-based customers.
  • Proven ability to engage with customers resulting in high client satisfaction.
  • Excellent organizational, time management, and communication skills.
  • Self-motivated, proactive team player. 
  • Able to zoom in to granular details and also zoom out to understand how and why decisions are made.
  • Exceptional interpersonal skills with a proven ability to prioritize competing project deliverables, remain calm under pressure, complete project deliverables and work collaboratively across teams.
  • Technologically proficient. 
  • Competence in tools including G-Suite, project management software, and collaboration software.
  • Ambitious, diligent, and passionate about improving the lives of others.
  • Have a growth-mindset and continuously pursue personal growth and learning.
  • Confident and easily establish relationships when working with customers and coworkers.
  • Naturally curious, loves learning new things, and is proactive in sharing knowledge with others.

10. BA in Communications with 5 Years of Experience

  • Experience in a Customer Success, Sales Engineer, Account Management, or similar role
  • Excellent communication and interpersonal skills, ability to build relationships at multiple levels and to work cross the organization to deliver best results for customers and CyberArk.
  • Experience working with large enterprise customers (Executive level, CXO)
  • Experience building and maintaining relationships, with a goal to mitigate customer churn and drive successful and renewals
  • Knowledge of various technologies such as Windows, Unix/Linux OS, Oracle/SQL databases, LDAP directories, etc.
  • An understanding of security concepts and the development of security roles within organizations
  • Prior experience with CyberArk Software solutions is preferred or relevant experience with enterprise applications, security management, systems management, identity management, and/or policy management solutions is preferred especially in the IAM and SIEM space
  • A track record of success in up-selling enterprise software or services, as evidenced by consistently being a top performer on the team and/or exceeding quota and net retention goals.
  • Excitement to be the goal scorer and desire to be a part of a winning organization.
  • Incredibly strong written and verbal communication skills.
  • Excellent customer empathy and experience selling to sophisticated clients with complex business needs.
  • Eagerness to continuously grow, improve skills, and invite constructive criticism.
  • Knowledge of, or desire to gain deep knowledge of the finance and stock market domains.

11. BS in Computer Science with 7 Years of Experience

  • Experience as a CSM for SaaS companies
  • Experience using a CRM and Customer Success solution (ie. Salesforce and Gainsight)
  • Experience with pricing principles and sales practices in SaaS environments
  • Skilled at using a CRM system such as Salesforce to summarize customer interactions and build renewal quotes
  • Familiarity with the EPM/CPM space or with financial ERP applications 
  • Strong ability to create account plans that are tailored to a customer's unique goals and situation
  • Skilled at building positive relationships with customers, especially at the Executive level
  • Excellent verbal and written communication skills, including the ability to chair meetings and host webinars.
  • Ability to thrive in a dynamic and demanding environment
  • Have a history of exceeding both customer satisfaction and retention targets
  • Have demonstrated success in effectively developing and managing complex deployments.
  • Able to manage and own a technical and business-driven conversation
  • Demonstrated strong relationships with economic buyers in enterprise organizations
  • Great project manager problem-solving skills
  • Have a high level of organization and attention to detail

12. BA in Management with 6 Years of Experience

  • Customer success, account management, or consulting experience
  • Client facing experience within a SaaS software company
  • Experience providing insights, building relationships with, and driving value to C-Level contacts in B2B environment
  • Experience building, analyzing, and interpreting customer data to influence stakeholder decision making
  • Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail
  • An entrepreneurial spirit, willing to experiment with different support models and identify the best fit for the customer
  • Demonstrated strong analytical ability
  • Ability to interact with enterprise customer teams at various levels of technical and non-technical depth within complex large organizations
  • Experience working with cross-functional teams (Marketing, Finance, Product, Sales, Support, Revenue Ops) to provide Voice of the Customer
  • Sales experience 
  • Knowledge of HTML, CSS 

13. BS in Information Technology with 7 Years of Experience

  • Experience in analytical, customer-facing roles 
  • Industry experience in financial services or luxury products, as the majority of customers will be in these industries
  • Understanding of consumer financial data and signals of wealth
  • Startup experience, especially in a B2B SaaS or data company
  • Intermediate in Excel (pivots, vlookups) and advanced in PowerPoint (high design)
  • Familiarity with CRMs (Salesforce, etc.)
  • Basic knowledge of data science
  • Previous relationship-building experience with VPs and C-level executives
  • Knowledge of digital marketing and data ecosystems
  • Exceptional communication and organizational skills
  • Demonstrate strong knowledge and expertise in testing activities throughout the lifecycles of multiple varied projects.
  • Experience in software quality assurance and testing - particularly test automation
  • Knowledge of DevOps or good understanding of Agile/Waterfall development methodologies
  • Progressive Customer Success or Account Management experience with complex accounts
  • Strong sense of personal accountability and ownership for assigned account base
  • Passion for helping others and seeing customers succeed
  • Self-motivated and proactive team player

14. BA in Customer Relationship Management with 7 Years of Experience

  • Experience in a Customer Success role, exposure to Enterprise CS
  • Excellent written and verbal skills in English
  • Experience managing a book of business and leading customers through change management
  • Experience using the Salesforce CRM.
  • Must have an intermediate to expert knowledge of Salesforce CRM components such as leads, activities, contacts, opportunities, and reporting. 
  • Previous experience in a SaaS/Technology company or fast growing start up 
  • Superb listening skills and the proven ability to dig deeper to uncover the customer’s true objectives
  • High level of empathy - it’s important for CSMs to be a good person to peers and customers
  • Demonstrated ability to conduct compelling on-site presentations to C-Level executives
  • Experience delivering business reviews showcasing ROI to executives onsite and via webinar
  • Clear, confident and compelling communicator in writing, in conversation and in front of an audience
  • Extremely perceptive and highly emotionally intelligent, making agile in adapting executive presence and approach to any audience and personality
  • An expert project manager who ruthlessly prioritizes manages stakeholder expectations and ensures all key objectives and timelines are met

15. BS in Project Management with 8 Years of Experience

  • Experience in Customer Success or similar field (account management, professional project management, management consulting, technology enablement) in a SaaS company and/or start-up
  • Have had success working with clients to drive software product adoption
  • Can navigate customer organizational structures and build relationships with different stakeholders
  • Have a high degree of communicative skills, high-quality consulting skills as well as entrepreneurial thinking
  • Self-motivated individual who knows how to identify and deliver value to internal/external customers.
  • Curious and can effectively uncover customer needs and growth opportunities
  • Learn fast and can quickly grasp technological and business concepts
  • Can articulate technical concepts, value propositions, or recommendations clearly to customers
  • Highly organized and can prioritize tasks efficiently in a goal-oriented manner while remaining flexible
  • Team player and enjoys fostering collaborative relationships with other departments
  • Speak English on a business-fluent level, any other language like German, French or Spanish 

16. BA in Business Administration with 3 Years of Experience

  • Experience in a customer-facing, technical role in either SaaS, eCommerce, or marketing automation technology
  • Strong customer-facing skills and radiate enthusiasm, poise, confidence, and professionalism
  • Ability to understand and explain technical solutions in layman’s terms to client
  • Can successfully deliver multiple projects simultaneously with meticulous attention to detail
  • Comfortable in a growth-paced environment that requires strong time management and prioritization skills
  • Have executive level interpersonal, project management, communication, and problem-solving skills
  • Prior experience with business reports, preferably in the form of QBRs
  • Have excellent written and verbal communication and presentation skills
  • Experience in a Customer Success role (or equivalent) at a B2B SaaS company, preferably a company that provides a line of business software used by sizable groups of users that touch the software many times every day.
  • Experience with Salesforce.com, as well as Groove or products similar to Groove
  • Experience managing a book of 15 or more enterprise or strategic-level accounts
  • Have a proactive and collaborative mentality and excellent time management skills
  • Ability to handle multiple accounts and assignments simultaneously
  • Fluency in English

17. BS in Marketing with 15 Years of Experience

  • Passion for serving large organizations and for data science
  • Comfort establishing credibility with key customer decision-makers and influencers
  • Working knowledge of databases and big data technologies such as Hadoop and Spark 
  • Prior account management, customer success, consulting experience, preferably within enterprise software or data science
  • Government/federal experience
  • Experience in customer success or other B2B customer-centric roles, working with enterprise customers
  • Ability to recognise and maximize business value as well as internal opportunities
  • Experience or high curiosity about the SaaS industry
  • ExceExperience identifying upsell opportunities and engaging with sales to close
  • Exceptional presentation skills with a Director or C-Level audience
  • Ability to build relationships with stakeholders from the practitioner to executive level at large Fortune 1000 accounts
  • Ability to work from home in a distraction-free environment with a stable internet connection.llent listening skills, customer-centric mentality and empathy towards users and customers
  • Experience managing a portfolio of Enterprise customers with a total ARR above $3M
  • Client-facing experience, onboarding, training, and driving adoption within a SaaS software company
  • Proven track record of Net Retention above 120%

18. BA in Communications with 6 Years of Experience

  • Customer-facing experience: Customer Success, Consulting, Sales, Solutions/Sales Engineering, or related field. 
  • Experience with an MBA
  • Comfortably work with and provide feedback to technical and non-technical team members
  • Have outstanding written and oral communication skills
  • Strong ability to collaborate across teams
  • Passionate, entrepreneurial spirit and a desire to work in a fast-paced environment
  • Experience with Tableau, Power BI, Mixpanel, Gainsight/Totango/Planhat or other CS tooling
  • Experience working in the Corporate Real Estate or CRE Tech / SaaS industries
  • Expertise in cloud services and infrastructure
  • Experience operating enterprise SaaS products
  • Have a PMP certification or similar
  • Experience in basic networking and security concepts such as DNS, HTTP, HTTPS, SSL/TLS and/or authentication methodologies
  • Experience with REST APIs or WebSockets and any of the following scripting languages or similar: Python, Dash, Go, etc.
  • Proven experience in customer success management, customer experience, or another similar role preferably within a SaaS/cloud environment.
  • Fluency in French and English
  • Proven ability to lead large volume of concurrent client relationships.
  • Ability to identify, critique, suggest, and implement intelligent changes to the clients' business optimization processes.
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