Senior Enterprise Customer Success Manager (CSM)
New
L
LocalStackDeveloper tooling, DevOps-focused SaaS
United States. CanadaFull-TimeSenior
Salary152,000 - 220,000 USD per year OTE
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Job Details
- Experience
- 7+ years of experience in Customer Success managing large enterprise customers
- Required Skills
- CI/CDHubSpotCRM
Requirements
- 7+ years of experience in Customer Success managing large enterprise customers, preferably in developer tooling or DevOps-focused SaaS.
- Demonstrated ability to navigate complex engineering organizations, including DevOps, platform, and infrastructure teams.
- Experience leading 10-20 enterprise accounts, working with Ic to C level stakeholders
- Past executive presence to lead renewal conversations, QBRs, and value discussions
- Proven track record of driving strong retention outcomes (e.g., GRR) and expanding customer value through adoption, executive engagement, and strategic account planning.
- Technically fluent and able to engage credibly with engineering teams; familiar with cloud infrastructure, CI/CD workflows, and developer tooling concepts (no coding required).
- Familiarity with HubSpot and other CS/CRM platforms.
Responsibilities
- Operate as a strategic partner to customers, not a reactive support layer, leading success planning, aligning on business goals, and ensuring customers realise measurable value from the platform
- Maintain GRR >90% with risks proactively identified and mitigated ahead of renewal.
- Ensure customers are actively using core use cases with demonstrated, measurable value.
- Continuously identify and influence meaningful expansion opportunities through account insight and engagement.
- Manage the portfolio with structured, forward-looking engagement, supported by consistent success plans and cross-functional alignment with TAMs, Sales, and Product.
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