Enterprise Customer Success Manager

3 days ago

Langley, Canada StudioXID Full time

**[About StudioXID]**

ProtoPie is the easiest interactive prototyping tool for all digital products. Designers can turn their UI/UX design ideas into highly interactive prototypes for mobile, desktop, web, all the way to IoT and beyond. They can explore, validate, and test design solutions and ideas by creating very realistic, production-like prototypes without code and without the help of engineers.

ProtoPie is widely used by various companies all over the world across many industries, e.g., Google, Microsoft, Meta, Nintendo, BMW, Samsung, Tencent, Reddit, Bytedance, and Disney. Plus, ProtoPie won no.1 Advanced Prototyping tool in the UX Tools 2022 Design Tools Survey.

**[About the role]**

ProtoPie is seeking an experienced and highly driven **Customer Success Manager** to join our team, focusing on Enterprise customers across the **Americas region** (U.S., Canada, Latin America). In this pivotal role, you will ensure that our high-value enterprise clients achieve their business goals with ProtoPie, driving product adoption, customer satisfaction, and long-term success. You will collaborate closely with clients, internal teams, and product leadership to ensure seamless customer experiences and identify opportunities for expansion.

**[Responsibilities]**

**Enterprise Customer Success Management**:

- Manage a portfolio of enterprise-level clients across the Americas, including major players in technology, automotive, and other innovative industries.
- Monitor and analyze customer usage, identify potential churn risks, and recognize opportunities for account expansion.
- Proactively develop and execute strategies to drive product adoption, customer engagement, and value realization throughout the entire customer lifecycle—from onboarding to advanced use cases.
- Act as a trusted consultant and advisor, helping customers optimize their UX design and prototyping workflows with ProtoPie and building strong, lasting relationships with key stakeholders.

**Account Expansion & Strategic Growth**:

- Collaborate closely with the Regional Head of Sales, Account Managers, and Sales Operations to develop tailored expansion strategies for each enterprise account.
- Identify opportunities for upselling, cross-selling, and renewals, ensuring that ProtoPie solutions continue to meet the evolving needs of enterprise clients.
- Provide guidance on product-market fit, ensuring that ProtoPie’s offerings align with each client’s business objectives and challenges.
- Advocate for customer needs and priorities by working closely with Product Owners and internal teams, contributing valuable insights that influence product development and feature improvements.

**Leadership in Customer Success Programs**:

- Identify common customer pain points and use cases, and collaborate with internal teams to create targeted solutions and share best practices across the organization.
- Build and implement a series of customer success programs tailored to different client scenarios, maximizing the impact and efficiency of our customer success efforts.
- Mentor and coach other Customer Success Managers to ensure continuous improvement in delivering exceptional service and driving customer success across global markets.
- Collaborate as needed in developing and refining customer success initiatives across the company, ensuring consistency, scalability, and relevance across all regions.

**Cross-Functional Collaboration**:

- Work cross-functionally with the Sales, Product, Marketing, Account Management, and Technical Solutions Engineer teams to ensure a seamless, end-to-end customer experience.
- Coordinate with internal stakeholders to share customer feedback and insights, ensuring ProtoPie’s solutions evolve to meet customer needs continuously.
- Serve as the voice of the customer within ProtoPie, ensuring that customer needs, challenges, and feedback are consistently communicated to the broader team.

**[Qualifications]**

**Must**
- 5+ years of experience in customer success, account management, or enterprise SaaS roles, with a proven track record in B2B customer success management for large organizations.
- Deep understanding of the digital product development process, with specific expertise in UI/UX design workflows and how they integrate with prototyping tools.
- Demonstrated ability to manage complex, high-value enterprise accounts and build strong, strategic relationships with C-level executives and key stakeholders.
- Strong problem-solving, strategic thinking, and analytical skills, with the ability to assess customer needs and craft tailored solutions.
- Experience working with global teams across different time zones and cultural contexts, with the flexibility to adapt to remote work environments.
- Ability to work autonomously in a fast-paced, dynamic environment.
- Start-up mindset with a focus on results, agility, and continuous improvement.
- Native English proficiency, with excellent communication, presentation, and inte

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