Manager, Customer Success (North America Enterprise)
New
J
JobgetherEnterprise SaaS
Based in United StatesFull-TimeManager
Salary$130,000 - $166,000 USD, including base salary and performance-based bonus potential
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Job Details
- Experience
- 5+ years
- Required Skills
- Data AnalysisAccount ManagementStakeholder managementChange ManagementCustomer Success
Requirements
- 5+ years of experience leading and scaling Customer Success, Account Management, or related customer-facing teams supporting high-value enterprise customers.
- Proven experience managing complex enterprise accounts with significant contract values and multiple stakeholder groups.
- Strong understanding of enterprise organizational structures, procurement processes, change management, and customer adoption strategies.
- Demonstrated ability to use customer data, health scores, usage metrics, and financial insights to develop retention and growth strategies.
- Excellent executive communication skills with experience engaging C-suite stakeholders and managing strategic business conversations.
- Strong problem-solving abilities with the capacity to balance people leadership, commercial priorities, and customer outcomes.
- Experience with collaborative work management platforms, SaaS ecosystems, or digital transformation solutions is highly preferred.
- Ability to leverage AI tools and emerging technologies to improve internal workflows and customer engagement.
- Strong leadership, coaching, organizational, and cross-functional collaboration skills.
Responsibilities
- Lead, mentor, and develop a team of senior Customer Success Managers responsible for managing complex enterprise accounts and driving customer outcomes.
- Own retention objectives, including net revenue retention, gross revenue retention, and churn reduction strategies across the North American enterprise customer segment.
- Build proactive customer health frameworks by analyzing usage metrics, account signals, and business data to identify risks and expansion opportunities.
- Establish scalable customer success processes, playbooks, and best practices that improve consistency and effectiveness across the team.
- Act as an executive escalation point for high-value accounts, supporting complex customer challenges and ensuring successful resolutions.
- Partner with Sales, Product, Solutions, and Professional Services teams to create a seamless customer lifecycle from onboarding through renewal and expansion.
- Use data-driven insights to optimize portfolio management, forecast risks, and improve customer engagement strategies.
- Support executive conversations with enterprise stakeholders by presenting business value, adoption trends, and strategic recommendations.
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