Enterprise Customer Success Manager

Manage a portfolio of $2M across 200+ enterprise accounts, partnering closely with Account Directors to drive retention, adoption, and expansion.

Serve as a credible point of contact for executive stakeholders at enterprise organizations, delivering clear and polished communication across digital and live channels.

Leverage customer health signals, usage data, and lifecycle insights to proactively identify risk, prioritize outreach, and uncover growth opportunities within your book.

Design and execute scalable success motions — automated lifecycle campaigns, onboarding journeys, webinars, and office hours — tailored to the needs of a high-volume, high-potential account segment.

Deliver targeted 1:1 engagement at critical lifecycle moments, including onboarding milestones, executive check-ins, risk mitigation, and expansion conversations.

Identify early indicators of churn or stalled adoption and deploy data-driven interventions to remove blockers and accelerate time to value.

Collaborate with Account Directors, RevOps, Product, Marketing, and Support to align on account strategy and improve the overall customer journey.

Experiment with automation, AI tools, and scalable workflows to improve how we engage and support a large, distributed customer base.

Analyze engagement metrics and product usage patterns to continuously refine success programs and drive measurable outcomes across your portfolio.

5+ years of experience in Customer Success, Account Management, or customer-facing roles within B2B SaaS/software, preferably managing enterprise accounts.

Experience managing complex enterprise customers with multiple stakeholders, departments, and implementation cycles.

Proven track record of driving customer outcomes, adoption, retention, and long-term growth.

Strong executive presence with the ability to engage and influence C-suite and senior business stakeholders.