Enterprise Customer Success Manager (CSM)
US - Remote (EST only), Eastern Time (EST)Full-TimeManager
Salary160,000 - 180,000 USD per year
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Job Details
- Experience
- 5+ years of customer-facing experience, including 2+ years in SaaS Customer Success or Account Management
- Required Skills
- Problem SolvingAccount ManagementCross-functional collaborationRelationship managementProcess improvementCustomer SuccessSaaS
Requirements
- 5+ years of customer-facing experience
- 2+ years in SaaS Customer Success or Account Management
- Experience managing enterprise-level customers
- Experience navigating complex stakeholder environments
- Proven track record of delivering customer and business outcomes
- Customer-centric and passionate about understanding customers’ organizations
- Excellent communication and executive presence
- Able to translate technical concepts for non-technical audiences
- Strong organizational skills with ability to prioritize, plan, and execute
- Comfort working in fast-paced, ambiguous environments
- A customer-first mindset, backed by data-driven decision making
- Experience building internal processes, customer playbooks, or contributing to CS tooling is a plus
Responsibilities
- Drive overall vision of post-sales experience (from adoption to renewal)
- Organize and manage the team’s goals, priorities, and account plans
- Set implementation requirements and manage timelines for onboarding
- Build and nurture relationships across accounts
- Triage, resolve, and track customer-reported issues
- Advocate for our customers' needs within the engineering roadmap
- Innovate on modern solutions, using data to guide customer engagement
- Work cross-functionally to deliver a unified customer experience
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