Enterprise Customer Success Manager
About The Company
Icon (goicon.com Formerly known as Caremerge & VoiceFriend) is a fast-growing SaaS business focused on building a leading technology platform in the senior care market. Our mission is to improve the aging experience through empowering senior care communities with unparalleled communication and engagement technology. At Icon, you will collaborate with multiple teams, work across disciplines, and encounter many challenges that are new and exciting. Each day you’ll be working towards profoundly transforming senior care. We are a remote team, although most of our employees are in the New England and Greater Chicago areas.
Position Overview:
The Enterprise Customer Success Manager plays a pivotal role in managing and nurturing relationships with our most significant clients, ensuring the successful adoption and utilization of our products, and serving as a strategic partner to enterprise accounts. This role blends traditional customer success responsibilities with a lite version of a solutions consultant role, focusing on product adoption, customer advocacy, and continuous success measurement tailored to the needs of large-scale enterprise clients. Additionally, this position places you on a path to eventually manage a team, providing opportunities for growth and leadership as you progress.
Key Responsibilities:
1. Customer Relationship Management
- Schedule and facilitate Executive Business Reviews (EBRs) with key stakeholders, including the Icon executive (Mary), Customer Success Manager (CSM), and Sales Representative. Coordinate with the Icon product representative if needed to ensure comprehensive discussions.
- Coordinate and schedule conference meetings for the Icon team, ensuring alignment on messaging and strategy (with training provided by Michele).
- Act as the primary point of contact for enterprise customers, proactively managing and addressing their complex needs with a high level of responsiveness.
- Champion high-priority customer requests within the organization, ensuring the right resources are allocated to meet the expectations of enterprise clients.
- Organize and manage customer references, product discussions, and other internal needs, ensuring enterprise accounts are well-represented and supported.
2. Product Adoption and Success
Monitor post-implementation success for enterprise clients, tracking progress against original success criteria and any new measurable goals that align with the client’s strategic initiatives.
Analyze product adoption by deeply examining usage within the customer’s instance, identifying opportunities for optimization or retraining to maximize ROI.
Ensure that all platform users, especially within large, distributed teams, have completed formal Icon training or Icon University programs, tracking and encouraging adoption of new features.
 Maintain a deep understanding of the enterprise clients’ strategic goals, engaging directly and leveraging publicly available information to stay informed.
3. Customer Advocacy and Reference Selling
 Proactively seek referrals and introductions to potential new enterprise prospects, leveraging existing relationships.
Request permission to reference customer names and contacts in outreach efforts, identifying and leveraging connections within the enterprise space.
Empower enterprise customers to become advocates for the Icon brand by providing them with shareable content, promotional materials, and opportunities to engage in brand-related activities.
Explore and initiate opportunities to engage with enterprise customers beyond the business relationship, such as participating in their corporate social responsibility initiatives, attending executive retreats, and offering associate learning opportunities.
Create and promote customer stories, case studies, and videos that highlight successful partnerships, ensuring the content is valuable for both the customer and Icon.
4. Customer Health Reporting and Analysis
Develop detailed customer health report cards for enterprise accounts that combine qualitative and quantitative analysis, offering deep insights into the health of the relationship.
Identify at-risk enterprise customers by analyzing product usage, support ticket frequency and resolution times, satisfaction scores, and other key metrics, developing and executing action plans to mitigate risks.
5. Customer Feedback Loop
Collect structured feedback from enterprise customers regarding product features, usability, and overall service experience, ensuring that feedback is representative of large-scale needs.
Facilitate regular feedback discussions with product teams to drive continuous improvement, ensuring that enterprise client needs are prioritized and addressed effectively.
6. Lite Solutions Consultant Responsibilities
Assist enterprise clients in identifying and proposing solutions that align with their unique business goals, providing guidance on best practices and potential enhancements tailored to their scale.
Collaborate with the product and implementation teams to ensure that solutions are effectively communicated and integrated into the enterprise environment, ensuring seamless adoption.
Qualifications:
Proven experience in customer success, account management, or a similar role, with a focus on managing enterprise accounts.
Strong analytical skills with the ability to dive into customer data and extract actionable insights, particularly within large-scale environments.
Excellent communication and relationship-building skills, with the ability to influence senior stakeholders.
Ability to manage multiple priorities and work cross-functionally with various teams, particularly in a complex enterprise context.
- Familiarity with customer success platforms, CRM systems, and enterprise-level account management practices.
- This role is ideal for a customer-focused individual who excels at building strong relationships and driving success for enterprise clients through thoughtful engagement and strategic solutions.