The Role:

As an Enterprise Customer Success Manager, you will advise customers on how to maximize the value they receive from UrbanFootprint’s software and services across our customer journey. This journey starts with an Alignment meeting where you will confirm our understanding of the customer’s business goals and discover new goals. Using this information, you will document a tailored plan to guide them towards achieving their desired outcomes. Throughout the customer journey, you will track their progress towards achieving those outcomes and collaborate with our Product, Engineering, Data Science, and Solutions teams to ensure the customer achieves them.

What You’ll Do:

• Actively manage customers as they progress through their journey to ensure that they achieve their desired outcomes
• Conduct executive business reviews to discuss the customer's desired business outcomes and related metrics, progress against these metrics and outcomes, and align on strategic next steps. 
• Address gaps in your customer’s ability to achieve their outcomes by collaborating with our Solutions, Data Science, Engineering, and Product teams
• Partner with business development and sales in late-stage opportunities to sell the value of our customer success team and establish yourself as the customer’s key point of contact after the deal closes. 
• Own the end-to-end renewal process for your customers
• Run customer renewal cycles, and have a comfort level negotiating customer renewals to achieve net dollar expansion
• Partner with Sales to identify and act on expansion opportunities
• Drive learnings from engagements back into core functions at UrbanFootprint.
• Support a culture of learning and iterating, teamwork, professional development, and achieving ambitious goals

Your background likely includes:

• You have 5-10 years of relevant work experience in Customer Success serving enterprises or consulting for large enterprise clients. Delivering Success for data products is a strong plus.
• You have previously worked with (or have a willingness to learn) technology or consulting services delivering spatial analysis incorporating hazard and risk evaluation
• You have comfort with preparing and delivering formal executive business reviews (EBR) to senior-level executives, with a focus on project-specific milestones and customer outcomes

Bonus Qualifications:

• Vertical/industry experience in the finance, utilities or government sectors
• Strong communication, interpersonal, collaboration, and presentation skills 
• Demonstrated ability to deliver against aggressive retention and expansion targets
• You help drive a customer-first culture focused on ensuring that we delight our customers with every interaction that they have with us.