Enterprise Customer Success Manager at Marvin

Marvin is a comprehensive qualitative research analysis tool providing both a data repository and an end-to-end research platform. It allows users to conduct, organize, and analyze qualitative and quantitative data efficiently while also providing a centralized repository for storing and accessing all research data, making it easier to organize and share insights across teams. Additionally, Marvin’s platform is built on artificial intelligence, enabling users to utilize AI at every stage of the research process, enhancing productivity and uncovering critical insights to make better business decisions. For more info, visit www.heymarvin.com.

We pride ourselves on a customer-centric approach and continuously evolving product to ensure our customers maximize their outcomes and ROI with us. As we expand, we are seeking a passionate and experienced Senior Enterprise Customer Success Manager to join our team.

Job Summary
The Enterprise Customer Success Manager will serve as a strategic advisor and trusted partner to our enterprise clients, helping them achieve success and long-term value with Marvin’s solutions. This role will focus on managing a portfolio of high-value customers, driving engagement, and proactively identifying growth and retention opportunities. You will work closely with customers, guiding them through their journey, ensuring adoption, and helping them achieve their goals with Marvin.

Responsibilities

• Customer Success Strategy: Develop and execute customer success plans tailored to each enterprise client’s needs, focused on delivering measurable outcomes.
• Client Engagement: Establish strong relationships with key stakeholders to become a trusted advisor, understanding their goals, business needs, and challenges.
• Onboarding & Enablement: Lead new client onboarding processes, training, and implementation, ensuring a smooth start and effective product adoption.
• Proactive Account Management: Monitor client health metrics and proactively engage with clients to drive usage, adoption, and to address potential churn risks.
• Renewal & Expansion: Partner with the Sales team to identify growth and upsell opportunities within your portfolio, collaborating to secure renewals and contract expansions.
• Problem Solving & Escalation: Act as a first line of support for high-priority issues, coordinating with support, product, and technical teams to resolve issues and provide timely updates to clients.
• Customer Advocacy: Champion customer needs internally and work closely with the Product and Engineering teams to prioritize customer requests and influence product roadmap decisions.
• Insights & Reporting: Track and report on client health, satisfaction, and key performance indicators, providing insights to drive improvements in customer success processes.

Requirements

• 5+ years of experience in customer success, account management, or a related client-facing role, with a focus on enterprise and Fortune 500 clients within SaaS or technology.
• Understanding of research, design, and UX best practices and trends is a strong plus.
• Proven track record of managing large accounts, achieving high customer satisfaction, and driving product adoption.
• Strong understanding of SaaS metrics, enterprise success best practices, and customer health analysis.
• Exceptional communication and interpersonal skills with the ability to build trusted relationships and communicate effectively at all levels, including executive stakeholders.
• Problem-solving mindset, with the ability to thrive in a fast-paced and ever-evolving startup environment.
• Experience with customer success and CRM tools such as Salesforce, Hubspot, or similar platforms.
• Self-motivated, organized, and results-oriented with a high level of initiative and accountability.
• Occasional domestic and international travel required for customer on-sites, conferences, and team gatherings. Your book of business will be primarily in the Eastern US and Europe.

Join Us
If you are passionate about helping enterprise clients thrive and excited to contribute to a growing startup that values innovation and customer experience, we’d love to hear from you.