Enterprise Customer Success Manager REMOTE
Indico Data
Strategic Account Management (50%)
- Manage portfolio of onboarded customers through account planning, regular customer engagement and strategic consultation to drive product adoption & customer retention.
- Develop and execute value realization plans tracking dimensions across product usage, customer satisfaction and benefit realization.
- Act as the primary liaison for onboarded customers, driving engagement and adoption through regular check-ins, product feedback sessions, use case qualification.
- Maintain detailed knowledge of each customer’s Indico footprint ensuring alignment with their evolving needs (e.g. commercial terms, renewal dates, contracted capacity, restrictions, deployment environments etc.)
- Collaborate closely with the Enterprise Sales team to identify and drive expansion opportunities
Product Expertise (35%)
- Demonstrate deep expertise in Indico’s platform capabilities, providing customers with best practices related to user experience and general troubleshooting to maximize their success.
- Serve as the go-to resource for customer inquiries on platform functionality, leveraging Indico’s extensive knowledge base, documentation and internal resources to address issues promptly.
- Lead product demonstrations tailored to customer use cases, showcasing the breadth of our platform’s capabilities.
- Understand and communicate Indico’s product roadmap to customers, to ensure transparency in upcoming features/products and continuously solicit/share customer feedback to appropriate Indico product resources.
- Deliver targeted product training sessions, empowering customers to fully utilize the platform and achieve their business outcomes with confidence.
Engagement Management (15%)
- Demonstrate exceptional project management skills by proactively managing multiple customer initiatives, ensuring timely follow-through on action items, developing actionable plans for client accounts, and developing presentations for recurring business reviews.
- Maintain record of customer related challenges, feature requests and their resolutions.
- Develop and execute detailed project plans for customer upgrades, tracking progress, managing risks, and providing regular executive-level reporting to ensure transparency/accountability.
- Collaborate with internal/external stakeholders taking ownership of customer inquiries, triaging for resolution, and soliciting feedback to ensure alignment.
- Demonstrate exceptional communication & listening skills through customer feedback synthesis, drafting clear and actionable session minutes, and developing transparent customer plans.
Requirements
- 5+ years managing a portfolio of enterprise-grade customers, with a proven track record of driving quantifiable value and scalability outcomes in the SaaS or AI/ML space.
- Curious, self-directed, and lifelong learner with passion for staying ahead of industry trends and continuously upskilling.
- Technical proficiency with experience independently upskilling on complex products to the level of delivering user-based demonstrations/troubleshooting.
- Proven ability to communicate at the executive level with exceptional written and oral skills.
- Deep desire to build strong, lasting relationships with customers.
- Demonstrated pattern of success in executing complex projects including managing stakeholder, scope, and timeline to meet high-quality outcomes.