J202606060 Customer Success Manager – Enterprise & Strategic Accounts (Open)

Job Description

As part of the Customer Success team, you will be a key contributor in taking on strategic accounts and driving significant revenue growth and customer strategy. This role is designed for our Customer Success Managers who are ready to elevate their responsibilities and impact.

This individual will be responsible for the adoption, expansion, and renewals for our enterprise customers in Quadient. The Customer Success Manager will help to ensure our enterprise customers adopt our enterprise software solutions, drive the usage of those solutions, and develop opportunities to expand the usage. Done well, this will lead to customer renewals and retention. The Customer Success Manager is expected to drive net revenue retention at a rate above 100% by leveraging product, market, and business expertise. The Customer Success Manager will monitor customer health regularly, drive regular business reviews, and define long-term journeys that lead to deeper and broader usage of Quadient’s solutions. This is expected to include cross-sells as well.

• Manage and grow complex accounts with a focus on revenue growth and customer strategy.
• Lead large-scale engagement strategies to ensure customer satisfaction and loyalty.
• Proactively identify and mitigate churn risks to enhance customer retention.
• Directly influence customer retention and expansion through strategic initiatives.
• Collaborate cross-functionally with sales, product, and support teams to deliver exceptional customer experiences.
• Ensure enterprise customers adopt and effectively use our software solutions.
• Develop and execute strategies to drive the usage and expansion of our solutions.
• Conduct regular business reviews and monitor customer health.
• Define and implement long-term customer journeys to deepen and broaden solution usage.
• Identify and execute cross-sell opportunities.
• Coordinates solution development efforts that best address customer needs 
• Update and maintain Customer account data in CRM or internal tracking tools with the most relevant account details 
• Proactively drive accounts with minimal oversight 

Key Initiatives:

• Drive net revenue retention at a rate above 100%.
• Develop and implement strategies for customer adoption, expansion, and retention.
• Conduct regular business reviews to assess and improve customer health.
• Collaborate with cross-functional teams to enhance customer experiences and outcomes.
• Identify and mitigate churn risks proactively.
• Define long-term customer journeys to ensure deeper and broader usage of solutions.

Qualifications

• Minimum of 3 years in customer success, with a strong focus on enterprise accounts.
• Proven track record of managing C-suite relationships and driving account growth.
• Demonstrated success in developing and executing customer engagement strategies.
• Advanced negotiation and stakeholder management skills.
• Deep industry knowledge and the ability to apply it to customer strategies.
• Strong strategic planning and data-driven decision-making abilities.
• Excellent communication and interpersonal skills.
• Bachelor’s degree in business, Marketing, or a related field. MBA is a plus.
• Proven ability to work in a fast-paced, dynamic environment.
• Strong analytical and problem-solving skills.

Additional Information

This posting is for an existing vacancy. We use AI‑enabled tools to assist with screening and assessing applications. All hiring decisions are reviewed and made by humans.

Rewards & Benefits  

• Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.  
• Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.  
• Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program.  
• Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.  
• Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.  

Smart Work at Quadient 
At Quadient, our Smart Work approach fosters connection, collaboration, and innovation while offering flexibility based on role requirements. Whether on-site, hybrid, or remote, our work environments are designed to support productivity and engagement. Hybrid employees balance remote and in-office work, on-site roles contribute daily to our vibrant workplace culture, and remote employees stay connected through virtual collaboration and in-person events. No matter where you work, you’ll be part of a dynamic, people-first community that drives success together. 

Be yourself at Quadient  
Our values define how we work as a team: Empowerment, Passion, Inspiration and Community.  They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture that embraces differences and values every voice.  

We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at [email protected]  

Quadient is an Equal Employment Opportunity Employer. *: We firmly believe in zero discrimination in employment on any basis, including race, color, religion, sex, national origin, age, disability, veteran or military status, genetic information, citizenship status, and any other characteristics protected by local, state, or federal law. 

People. Connected.