Enterprise Customer Success Manager

Job Description

Customer Success Manager, Enterprise | Wix

The Tone:
This is a full-time role at Wix, a leading company that builds a comprehensive web development platform, empowering businesses of all sizes to create and manage a powerful online presence. As an Enterprise Customer Success Manager, you will be instrumental in ensuring Wix’s largest and most strategic customers successfully launch, optimize, and continuously derive significant business value from their platform deployments. You will act as a trusted advisor, guiding them through web development best practices and collaborating internally to advocate for their evolving needs, thereby directly shaping the future evolution of the Wix product.

The TL;DR
• Role: Full Time
• Type: Full-time
• Mission: This person will own the success of enterprise accounts, acting as a trusted partner to guide their Wix deployment, optimize their online presence, and ensure they achieve their desired business outcomes.

What You’ll Actually Do
• Strategic Account Partnership: Own a book of enterprise accounts, acting as a trusted partner and consultant to guide their Wix deployment, focusing on launching and optimizing based on web development best practices.
• Customer Enablement & Impact: Partner with Product teams to create tailored onboarding workshops, respond to complex product inquiries, and conduct business reviews to assess progress, drive feature engagement, and communicate Wix’s impact.
• Ongoing Value & Adoption: Foster continuous customer health through periodic website reviews, facilitating new feature adoption, and driving sustained business value throughout the entire customer lifecycle.
• Growth & Renewal Management: Identify strategic growth opportunities within the enterprise accounts and effectively facilitate the renewal process with these customers.
• Product & Marketing Advocacy: Act as the voice of the customer with the Wix product team to help shape product evolution, and collaborate with the marketing team to identify customer references and case studies.

The Must-Haves
• Background: Candidates should possess a senior career level, demonstrated by extensive experience in customer success management within a SaaS company.
• Experience: A minimum of 5 years of experience in customer success management within a SaaS company is required, including at least 3 years specifically working with enterprise customers. This experience must encompass initiating conversations about growth, upselling, and renewals. Additionally, proven experience presenting complex ideas in an accessible and engaging manner to executive-level customers is essential.
• Skills: Key skills include exceptional organizational abilities, strong project management acumen, and effective time management. This role also requires the ability to provide solutions to complex use cases and workflows.