Enterprise Customer Experience Manager (West Coast)
New
This person must be located on the West Coast.Full-TimeManager
Salary$110,000 - $130,000 a year; This position is eligible for variable compensation; the range above reflects OTE.
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Job Details
- Experience
- 5+ years
- Required Skills
- Artificial IntelligenceSalesforceAccount ManagementCustomer Success
Requirements
- 5+ years of experience in Customer Success, Account Management, Renewals, or a similar customer-facing commercial role, ideally in B2B SaaS.
- Experience owning a book of business with responsibility for retention, renewals, customer health, and expansion.
- Comfort leading commercial conversations with customer stakeholders and decision-makers, including renewal negotiations, pricing discussions, contraction risk, and expansion proposals.
- Strong business judgment and the ability to understand what is happening in a customer’s business.
- A proactive operating style with a clear system for staying organized across a large book of accounts.
- Strong prioritization skills and the ability to identify which accounts need attention based on customer context, risk, opportunity, and business impact.
- Excellent customer communication skills, including the ability to build trust, ask thoughtful questions, tell a clear value story, and navigate complex conversations with clarity.
- Strong Salesforce hygiene, with records that are current, useful, and reliable for forecasting and account planning.
- A clear understanding of when to own the relationship directly and when to bring in Support, Technical CSMs, Product, or leadership.
- Demonstrated ability to use AI as part of day-to-day workflow for preparation, prioritization, summarization, and communication.
- Ability to thrive in a fast-moving environment where ownership, judgment, and collaboration matter.
Responsibilities
- Own the customer relationship from post-sale through renewal and expansion, serving as the primary point of accountability for customer engagement, health, and value realization.
- Lead the renewal motion directly, including early renewal conversations, value narrative development, commercial negotiation, pricing discussions, retention conversations, and standard renewal terms.
- Start renewal conversations early, build the case for value before it is needed, and keep renewal opportunities current in Salesforce with clear next steps, risk flags, stakeholder notes, and forecast details.
- Identify contraction risk before it reaches the renewal table by understanding customer goals, budget cycles, procurement pressure, stakeholder changes, and shifts in business priorities.
- Conduct business reviews on a tier-appropriate cadence, using customer goals, product usage, business outcomes, and account context to tell a clear value story.
- Identify expansion opportunities tied to real customer needs, including new teams, new use cases, add-ons, broader platform adoption, or lifecycle engagement opportunities.
- Monitor account health regularly and use health signals, stakeholder context, product usage, and your own judgment to prioritize where to spend your time.
- Maintain strong stakeholder coverage across your book, including executive sponsors where appropriate.
- Identify when a customer needs structured technical help and submit the right request to the Technical CSM or Support team.
- Surface product gaps, escalation themes, and broader customer patterns to Customer Experience leadership with data and clear recommendations.
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