About the role
Are you passionate about building lasting relationships with enterprise customers? Do you thrive on helping clients get real value from cloud-native SaaS data protection? Keepit is looking for an Enterprise Customer Experience Manager (CXM) to join our team and serve as a trusted advisor to our most strategic customers.
As an Enterprise CXM at Keepit, you’ll drive customer success by making sure our services align with each customer’s business objectives and technical requirements. In the onboarding phase you’ll lead in project mode — scoping, configuring, and guiding each customer to a defined first-value milestone (Time to Value). After that milestone, you shift into an intelligence role: owning account health, stakeholder depth, and business-case validation, and guiding customers as they expand their use of the Keepit platform to protect critical data across more of their SaaS applications.
You’ll also work with a growing set of customer intelligence and AI-assisted tools that surface account health, risk, and expansion signals earlier. That means less manual follow-up and more of your time spent where it matters most: helping customers prioritize, make decisions, and turn adoption into measurable business outcomes.
Lead onboarding to first value. Own onboarding and implementation for enterprise accounts in project mode, driving each customer to a defined first-value milestone (Time to Value). Collaborate with solution engineers to tailor configurations and integrate Keepit’s services into customers’ environments.
Focus on outcomes. Measure success by adoption, value realization, and return on investment, connecting product usage to the business results customers care about.
Surface expansion and renewal signals. Own the account-intelligence view — stakeholder depth, sentiment, and business-case health — and trigger Account Management on at-risk accounts, expansion opportunities, and renewal readiness so they can act on qualified signals.
Support issue resolution. Provide business and use-case context when Support leads escalations. Where an issue involves a use case, training need, or adoption gap, partner with Support and solution engineering to reach fast, effective resolution.
Proven experience in customer success, account management, or technical consulting, ideally with enterprise customers in the SaaS or technology industry.
An outcome-driven mindset, comfortable using data and AI-assisted customer intelligence tools to prioritize, spot risk, and guide customers toward measurable value.
A collaborative approach, working closely with Account Management, Support, solution engineering, and product teams to drive customer success.
As the SaaS data protection expert, Keepit helps organizations minimize risk, strengthen cyber resilience, and ensure business continuity. Our services are built on the Keepit platform, an independent, vendor-neutral cloud that keeps customer data in separate, dedicated infrastructure, so customers can access their data even if they lose access to their SaaS provider.
