Enterprise Customer Success Manager

Job Description

Customer Success Manager, Enterprise | Wix

The Tone:
This is a full-time, hybrid role at Wix, requiring 3 days a week from our New York office. Wix provides a robust platform for web development, and this role is central to ensuring the successful adoption and optimization of Wix deployments for enterprise-level accounts. The Customer Success Manager acts as a trusted partner and consultant, guiding clients to achieve their desired business outcomes while fostering continuous value throughout their lifecycle. This position is also instrumental in shaping the future of the Wix product by acting as the voice of the customer within the organization.

The TL;DR
• Role: Full Time
• Type: Hybrid
• Location: Hybrid – New York, NY
• Mission: This person owns the success and growth of Wix enterprise accounts, ensuring optimal deployment and continuous value realization.

What You’ll Actually Do
• Strategic Account Management: Own a book of Wix enterprise accounts, acting as a trusted partner and consultant to provide guidance on launching and optimizing their Wix deployment following web development best practices.
• Onboarding & Support: Partner with Product teams to create tailored customer onboarding workshops and trainings based on predetermined business requirements, and respond to customer inquiries with solutions for complex use cases and workflows.
• Business Impact & Reviews: Conduct regular customer business reviews to assess progress against desired business outcomes, determine opportunities for deeper feature engagement, and measure and communicate the impact of Wix on the customer’s business.
• Customer Health & Growth: Foster ongoing customer health through periodic website reviews that facilitate new feature adoption, drive continuous business value throughout the customer’s lifecycle, and identify growth opportunities to facilitate renewals.
• Product Advocacy & Collaboration: Act as the voice of the customer with the Wix product team, helping to shape the evolution of the product, and collaborate with the marketing team to identify customer references and case studies.

The Must-Haves
• Background: This role requires a senior-level professional with a proven background in customer success management specifically within a SaaS company environment.
• Experience: A minimum of 5 years of experience in customer success management is essential, including at least 3 years directly working with enterprise customers and engaging in conversations about growth, upselling, and renewals. Additionally, candidates must have experience presenting complex ideas in an accessible and engaging way to executive-level customers.
• Skills: Demonstrated strengths in organizational, project management, and time management abilities are required. The capacity to provide solutions for complex product use cases and workflows is also critical for success in this role.