Senior Manager, Enterprise Customer Success
New
J
JobgetherB2B SaaS
United StatesFull-TimeManager
SalaryCompetitive annual salary range of approximately $111,000 – $150,000 depending on experience and qualifications.
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Job Details
- Experience
- 8+ years in B2B SaaS Customer Success, Enterprise Account Management, Strategic Consulting, or related; 3+ years of direct people management
- Required Skills
- People ManagementSalesforceJiraCustomer Success
Requirements
- 8+ years of experience in B2B SaaS Customer Success, Enterprise Account Management, Strategic Consulting, or a related field.
- 3+ years of direct people management experience leading enterprise customer success teams.
- Demonstrated success designing, implementing, and scaling customer success processes, playbooks, and operational frameworks.
- Experience managing and growing large enterprise customer portfolios, including multi-million-dollar revenue books of business.
- Strong understanding of customer health metrics, retention strategies, renewal management, and expansion opportunities.
- Proven ability to build executive relationships and navigate complex, multi-stakeholder environments.
- Exceptional communication, presentation, and storytelling skills with the ability to influence internal and external stakeholders.
- Strong project management skills with excellent organization, attention to detail, and execution capabilities.
- Ability to operate effectively in fast-paced, evolving environments while creating structure from ambiguity.
- Strong commercial mindset with experience supporting revenue growth initiatives.
- Experience with customer success platforms such as Gainsight, Totango, ChurnZero, or similar tools preferred.
- Familiarity with Salesforce, JIRA/Atlassian, and productivity tools such as Google Workspace or Microsoft 365 preferred.
Responsibilities
- Lead, coach, and develop a high-performing team of Enterprise Customer Success Managers supporting strategic enterprise accounts.
- Identify and standardize best practices across customer success teams to improve consistency, efficiency, and customer outcomes.
- Build and implement scalable customer success processes, workflows, and operating frameworks.
- Establish and manage a structured Quarterly Business Review (QBR) cadence focused on demonstrating ROI and strengthening partnerships.
- Develop customer health scoring models and leading indicators to proactively identify risks and prevent churn.
- Drive account mapping strategies to strengthen stakeholder relationships and improve executive alignment.
- Partner closely with Sales teams on renewals, expansion opportunities, cross-sell initiatives, and commercial growth strategies.
- Collaborate with Product and UX teams by translating enterprise customer feedback into actionable product improvements.
- Create executive-level reporting, presentations, and recommendations that support strategic decision-making.
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