Enterprise Customer Success Manager
New
C
CoderPadSaaS talent assessment
Listing location: United States; Workplace type: RemoteFull-TimeManager
SalaryBase salary range in USD is $120,000- $128,000, with an OTE of $150,000- $160,000.
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Job Details
- Experience
- 7+ years in Customer Success, Enterprise Account Management, or strategic consulting, preferably in SaaS.
- Required Skills
- SalesforceChange ManagementCustomer SuccessSaaS
Requirements
- Bring 7+ years of experience in Customer Success, Enterprise Account Management, or strategic consulting, preferably in SaaS.
- Have a bachelor’s degree in Business, IT, or a related field.
- Demonstrate success retaining enterprise customers, onboarding new accounts, and delivering measurable adoption and business outcomes.
- Have experience partnering with enterprise sellers on presales, account planning, and expansion, ideally in a pod.
- Use executive presence and clear communication to align buyers and implementation teams on scope and expectations.
- Apply business and data judgment to translate customer signals into ROI, risk mitigation, and growth opportunities.
- Lead across functions and balance customer needs, onboardings, and presales work.
- Have experience with scoped onboarding plans, custom assessment commitments, change management, executive reviews, and renewal forecasting.
- Be proficient with Gainsight or a similar Customer Success platform and CRM tools.
- Bring daily AI fluency and workflow automation experience, with sound judgment and critical review of outputs.
- Helpful experience includes Salesforce, Gainsight, CS Orchestrator/Potts, enterprise integrations, security, competitive migrations, or technical hiring and HR technology.
Responsibilities
- Manage existing and new enterprise accounts with the Enterprise Strategic Account Executive through shared account plans and clear ownership.
- Join qualified deals before scope and service commitments are finalized to validate outcomes, readiness, and post-sale expectations.
- Create joint Sales and Customer Success onboarding plans covering scope, goals, success criteria, stakeholders, responsibilities, and timeline.
- Lead onboarding, change management, and adoption across customer teams and regions.
- Build relationships across Talent Acquisition, Engineering, business leadership, IT, and Security, including executive sponsorship.
- Lead success plans, QBRs, and executive reviews that demonstrate adoption, business outcomes, and ROI.
- Own renewal strategy, forecasting, and execution, addressing risk early and meeting GRR and NRR targets.
- Identify expansion opportunities and prepare customers for growth, handing commercial qualification and execution to the named Sales owner.
- Lead escalations and coordinate internal teams to resolve blockers while keeping customers and the SAE aligned.
- Build onboarding, migration, and engagement playbooks; maintain customer plans and forecasts in Salesforce and Gainsight; use AI and workflow tools to scale preparation, monitoring, and follow-up.
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