Customer Success Manager, Enterprise
New
United StatesFull-TimeManager
Salary120,000 - 165,000 USD per year OTE
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Job Details
- Experience
- 6+ years
- Required Skills
- Stakeholder managementCustomer SuccessSaaS
Requirements
- 6+ years of experience in Customer Success within a SaaS environment, with a strong focus on enterprise and strategic accounts.
- Proven track record managing the full customer lifecycle, including onboarding, adoption, renewal, and expansion, with measurable impact on retention or NRR.
- Strong ability to engage and influence executive-level stakeholders (VP, C-suite) while also working closely with end users and champions.
- Data-driven mindset with the ability to translate insights into compelling value narratives and business outcomes.
- Experience managing complex, multi-threaded enterprise relationships across large, matrixed organizations.
- Strong consultative, strategic, and problem-solving skills with a bias toward ownership and proactive execution.
- Comfort operating in ambiguous, fast-paced environments and building scalable customer success processes.
- Willingness to travel up to 25% for customer engagement and in-person collaboration when needed.
Responsibilities
- Own and manage a portfolio of large enterprise and strategic customers, ensuring strong engagement, adoption, and long-term retention.
- Drive product adoption and expansion by identifying new use cases, business units, and opportunities to increase customer value.
- Lead onboarding and enablement programs tailored to complex organizations, accelerating time-to-value and early success.
- Serve as a strategic partner to executive sponsors, aligning platform capabilities with organizational goals, KPIs, and transformation initiatives.
- Run Quarterly and Executive Business Reviews (QBRs/EBRs) to demonstrate ROI, usage insights, and business impact that support renewals and growth.
- Collaborate closely with Sales/Account Executives to support expansion strategies, renewals, and upsell opportunities across enterprise accounts.
- Partner cross-functionally with Product, Marketing, and Support teams to relay customer feedback and influence product improvements.
- Develop and scale customer success programs, playbooks, and reference initiatives that enhance enterprise-wide adoption.
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