Sr. Enterprise Customer Success Manager

Job Description
What You'll Do
Manage all post-onboarding activities for Dragonboat’s mid-market and enterprise customers through strong relationship-building, product knowledge, planning, and execution
Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
Demonstrate ability to understand the customers’ needs, develop and establish new business relationships, and provide thought leadership to influence and build trust at different customer levels, including senior/executive management,
Own and drive Enterprise revenue expansion by identifying product adoption and upsell opportunities throughout the customer lifecycle
Conduct Executive Business Reviews (EBRs) to assess progress against goals, assess opportunities for improvement, assess the impact of Dragonboat on team productivity
Devise action plans to improve retention with periodic “health checks” to optimize customers’ product usage
Work closely with Product, and Customer Support on the identification and tracking of product improvement requests, troubleshooting, and bugs
Become a passionate customer advocate and Dragonboat product expert to better serve our enterprise customers by adopting industry-leading Product Operating Model (POM) processes.