Leader Enterprise Customer Success, NA
New
S
SecurityScorecardCybersecurity SaaS
Location: Remote (NYC)Full-TimeManager
Salary$200,000 - $220,000 (base plus bonus)
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Job Details
- Experience
- 7+ years in Customer Success, Account Management, or related customer-facing role, with 2+ years managing a team.
- Required Skills
- SalesforceCustomer SuccessSaaSSlackAccount Management
Requirements
- 7+ years in Customer Success, Account Management, or related customer-facing role, with 2+ years managing a team.
- Proven track record owning retention and expansion targets for enterprise/strategic accounts (typically $100K+ ACV).
- Experience building or scaling CS processes and playbooks in a growing organization.
- Strong executive presence and experience navigating complex, multi-stakeholder enterprise relationships.
- Data-driven approach to managing a book of business, comfortable with forecasting, health scoring and CS/BI tooling (Gainsight, ChurnZero, Totango, or similar).
- Excellent coaching, communication, and cross-functional collaboration skills.
- Experience in SaaS, cybersecurity, or a related technical industry preferred.
- Bachelor's degree or equivalent experience.
Responsibilities
- Own the North America Enterprise CSM teams end to end, including strategy, retention, expansion, and executive customer relationships for the segment.
- Manage and refine high touch customer success engagement including joint success planning, executive business reviews, health scoring, renewal playbooks, and escalation management.
- Champion an AI driven approach to maximizing CSM reach and impact.
- Act as an executive sponsor on strategic accounts, building relationships with customer stakeholders at the VP/C-level.
- Own renewal forecasting.
- Collaborate with Product and Engineering to advocate for enterprise customer needs and influence roadmap priorities.
- Identify at-risk accounts early and drive cross-functional action plans to resolve churn risk.
- Report on team performance, portfolio health, and key CS metrics to senior leadership.
- Hire, onboard, and ramp new CSMs as the team scales.
- Champion a customer-first culture across the organization.
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