Customer Success Manager, Enterprise (Fed/SLED)
New
J
JobgetherEnterprise SaaS
Based in United StatesFull-TimeSenior
SalaryCompetitive base salary range of approximately $119,040–$140,000 USD
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Job Details
- Experience
- 5+ years
- Required Skills
- SalesforceJiraAccount ManagementCustomer SuccessSaaS
Requirements
- 5+ years of experience in Customer Success, ideally within enterprise SaaS or technology environments.
- Proven experience managing executive-level relationships with senior technology, security, or business leaders.
- Demonstrated success driving customer adoption, retention, renewals, and account growth across a defined portfolio.
- Strong account management, strategic planning, negotiation, and problem-solving abilities.
- Experience managing customer lifecycle strategies, including journey mapping, engagement planning, and retention initiatives.
- Strong technical aptitude with enterprise software, networking technologies, and complex technology solutions.
- Experience using CRM and customer management tools such as Salesforce, JIRA, or similar platforms.
- Excellent written, verbal, and presentation skills with the ability to influence diverse stakeholders.
- Ability to lead cross-functional initiatives and coordinate teams toward shared customer outcomes.
- Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent professional experience.
Responsibilities
- Manage a portfolio of enterprise accounts, ensuring customer satisfaction, retention, and successful long-term partnerships.
- Serve as a trusted advisor to customers by understanding business goals, success criteria, challenges, and opportunities.
- Develop and execute strategic customer success plans aligned with customer objectives and technology roadmaps.
- Lead business reviews and executive-level discussions to demonstrate value, ROI, adoption progress, and future opportunities.
- Drive adoption of platform capabilities by educating customers on best practices, new features, and available solutions.
- Identify expansion opportunities, including upsell and cross-sell opportunities based on customer needs and usage patterns.
- Build strong relationships with executive stakeholders, including technology and security leaders.
- Monitor customer health indicators, identify potential risks, and coordinate proactive solutions to prevent escalation.
- Partner with Sales, Product, Engineering, Support, and other internal teams to resolve customer challenges and improve experiences.
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