Job Description

We are looking for an Enterprise Customer Success Manager (CSM) who is passionate about helping IMPLAN's largest customers get lasting value from IMPLAN software and economic analysis. Enterprise CSMs each own a book of about 25 strategic accounts: Fortune 500 teams, federal program offices and labs, and large campus-wide institution licenses. This is a hands-on role. The CSM learns how each customer works and helps them make IMPLAN a regular part of the studies, briefings, and reports they produce. The CSM owns each relationship from the sales handoff through renewal, and is expected to deliver results that lead to on-time renewals, broader adoption, and value the customer's leadership can see.

Primary Responsibilities

The Enterprise CSM will develop a deep understanding of IMPLAN data and products, and of the analytical work each customer does. In practice, the role works much like a forward deployed engineer. The CSM works inside the customer's process, not just next to it: setting up first projects alongside the customer's analysts, building templates and repeatable study structures, and connecting IMPLAN results to the tools the customer already uses. For campus-wide licenses, the CSM builds adoption at scale with AI agents and automated outreach. This person excels in a fast-paced team environment, can manage many concurrent accounts with minimal supervision, and communicates clearly with everyone from analysts to executives.

Onboarding & Implementation

? Review each Sales-to-CS handoff for completeness, and accept it or send it back with the gaps named

? Lead the kickoff with the customer's team and build a success plan with business goals and a first value milestone.

? Lead data collection and first-project setup alongside the customer's teams, partnering closely with Education Services internally. 

? Map each customer's recurring analytical work (annual impact reports, grant applications, site selection, policy briefings) and design how IMPLAN fits into each piece

? Help customers connect IMPLAN results to the rest of their tools, including Excel models, BI dashboards, and report templates. Set up IMPLAN AI Connect so customers can use IMPLAN from the AI assistants they already work in, such as Microsoft Copilot, ChatGPT, or Claude 

Adoption & Engagement

? Run the engagement cadence: a quarterly business review (QBR) for all clients including an annual Executive business review. 

? Build relationships with each customer at every level, from users to executives, and make sure every account has several relationships so no account depends on one champion

? Join customer working sessions, review drafts of their studies, and travel on site for workshops, and executive reviews

? Build and run AI-agent outreach that scales across a campus (sequences targeted by department, routing of new users, follow-ups based on usage), and help improve the shared agent frameworks the team uses

? Route how-to and technical tickets to Support, and work with Education Services on analysis support. 

Retention & Renewals

? Monitor customer health across all assigned accounts through product usage, engagement, and support ticket trends. Spot churn risk early and run a plan to address it

? Deliver an ROI analysis and renewal strategy so impact is visible

? Own the renewal: executive value summary, order form, and procurement (including federal fiscal-year timing and university procurement)

? Keep renewal forecasts and account activity up to date in CRM

Expansion & Growth

? Drive expansion signals (new teams, use cases, seats, Premium Support, new schools or research centers) and bring in Account Management 

? After each renewal, lead a kickoff for the next year with new goals, and onboard any newly purchased seats, teams, or services 

Voice of the Customer

? Partner with the Education, Product, Marketing, and Data teams and serve as the voice of the customer, sharing structured feedback with specific examples, business impact, and how often it comes up

? Turn what works in one account into playbooks, templates, and agent workflows other CSMs can reuse

Required Skills & Experience

? 3 to 5+ years in customer success in SaaS, solutions or implementation consulting, or applied economic or policy analysis, working directly with large enterprises, government, or higher-ed clients

? A track record of getting a complex product adopted inside customer organizations and showing measurable results

? Confidence with executives: running business reviews, writing value summaries, and steering a renewal

? Strong logic, problem solving, and research skills, with comfort working in messy customer datasets

? Excellent verbal and written communication skills

? Ability to self-direct and prioritize across about 25 high-stakes accounts with minimal supervision

? Willingness to travel up to 20%

? Fluency in English

Desired Skills & Experience

? Operator turned builder: has used AI tools (Claude, ChatGPT, agent frameworks, MCP connectors, APIs) to automate their own work, such as outreach sequences, account research, health monitoring, or study prep. No engineering background needed. 

? Experience using the IMPLAN software or an understanding of input-output modeling and social accounting matrices

? Familiarity with enterprise customers buy and use economic analysis: federal agencies (procurement and fiscal-year cycles), corporations (government relations, public affairs, and economic development teams), and universities (campus-wide licensing) 

? Experience with Salesforce CRM, Zendesk, Pendo, and Clari

? Familiarity with web meeting tools, including Zoom, Microsoft Teams, Google Meet

? Foreign language skills

Required Education

? Bachelor's Degree in Economics, Business, Economic Development, Planning, Public Policy, Urban Studies, or a closely related field. 

? Master's Degree preferred

How Success Is Measured

? Time to First Value (TTFV)

? Product adoption: active users and repeat projects per account

? Gross Revenue Retention (GRR) and on-time renewal rate

? Net Revenue Retention (NRR) and expansion pipeline sourced with Account Management

Compensation

The OTE range for this role is $80,000 to $150,000. Where you land in the range depends on experience, skills, and location.

Other Duties

Please note this job description is not designed to cover or contain an exhaustive list of activities, duties, or responsibilities required of the role. Additional responsibilities and duties may change a) at any time and b) without notice.