Customer Success Manager, Enterprise Agency
New
USAFull-TimeMiddle
Salary105,000 - 125,000 USD per year OTE
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Job Details
- Experience
- 5-8 years
- Required Skills
- Data AnalysisAccount ManagementCustomer Success
Requirements
- 5-8 years of experience in Customer Success, Account Management, or sales within a B2B SaaS environment
- Experience working with agency customers or similar client types preferred
- Proven experience owning a revenue target (retention and/or expansion)
- Experience managing complex renewal cycles and driving expansion within enterprise accounts
- Ability to leverage data (usage, adoption, engagement) to inform customer strategy
- Experience managing a pipeline and forecasting revenue
- Demonstrated executive presence and ability to build relationships across multiple stakeholders
- Strong communication skills with the ability to de-escalate and solve customer challenges
- Experience with contract management and negotiation
- Ability to operate in a fast-paced, distributed environment
- Proactively incorporate AI tools into day to day work
Responsibilities
- Serve as the primary point of contact for enterprise agency customers, retaining and growing a book of business
- Meet with customers virtually and in-person to provide product expertise and strategic recommendations
- Own the full customer lifecycle, from post-sale onboarding through renewal
- Own the full book of business, including all renewals and expansion pipeline
- Identify and close expansion opportunities (users, licenses, add-ons)
- Forecast renewals and expansion revenue with high accuracy
- Execute on-time contract renewals and mitigate churn risk
- Lead regular business reviews (QBRs) with key accounts
- Provide customer insights to influence product development and go-to-market strategy
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