Customer Success Manager (Government and Enterprise)

About the Role

Customer Success Manager (Government and Enterprise) at Jenosize Digital Group. Lead client onboarding, adoption, retention and expansion for enterprise & government accounts.

Responsibilities

• Lead the onboarding process to ensure new clients are successfully integrated and achieve early value with Jenosize products; conduct training sessions and workshops; monitor product utilization and implement strategies to maximize user adoption across client departments.
• Act as a strategic consultant: conduct deep-dive analysis of client business models, identify S-curve growth and digital transformation opportunities, design and architect comprehensive solutions leveraging Jenosize’s digital, AI, and marketing capabilities, and create/manage end-to-end proposal development including C-level presentation materials.
• Collaborate closely with Sales and Product teams as a subject matter expert (SME) to qualify leads and define scope for expansion projects.
• Build and maintain strong, long-term relationships with key decision-makers; develop and execute comprehensive customer journeys with clear touchpoints and milestones; proactively identify churn risks and implement mitigation plans; manage and resolve client complaints and analyze root causes to prevent recurrence.
• Identify opportunities for account expansion through upselling and cross-selling; collaborate with Sales and Business Development to qualify expansion leads and secure renewals; create and deliver strategic presentations that highlight ROI and growth opportunities.
• Drive continuous operational excellence by implementing best practices and quality expectations; analyze customer success metrics and KPIs to track health scores and operational effectiveness; serve as the "voice of the customer" to influence product roadmap and contribute to customer success playbooks and standardized processes.
• Drive clients through the Jenosize AI Skill Maturity model (ME → WE → SYSTEM); actively use AI tools (e.g., prompt engineering, multi-step workflows) to accelerate client-facing tasks; advise clients on building reusable assets and deploying Agentic AI workflows for productivity gains.

Qualifications

• Bachelor's degree in Business Administration, Marketing, or a related field.
• 3–5 years of experience in customer success, account management, or client-facing roles, preferably within a SaaS or technology environment.
• Proven track record of managing high-value accounts and driving customer retention and growth.
• Strong analytical skills with experience using CRM tools (e.g., Excel, CRM platforms) to interpret customer data.
• Excellent communication, negotiation, and presentation skills.
• A proactive problem-solver with a growth mindset and a passion for customer advocacy.
• Ability to coordinate effectively with cross-functional teams, including product, engineering, and sales.
• Demonstrated high fluency with Generative AI tools (e.g., prompt engineering, AI agents) and ability to guide enterprises through the AI Skill Maturity curve (ME → WE → SYSTEM).

Skills / Required Skills

• CRM platforms and Excel for customer data analysis and reporting.
• Customer success, account management and upsell/cross-sell strategies.
• Generative AI / prompt engineering and AI solution consulting.
• Presentation and C-level stakeholder communication.

Additional Information

• Work arrangement: onsite
• Employment type: full-time
• Organization: Jenosize Digital Group