Enterprise CSM

As an Enterprise Customer Success Manager, you will be the trusted advisor and strategic partner for our largest, most complex accounts. You will drive adoption, value realization, renewal, and expansion across a book of enterprise clients. This is a high-leverage role focused on long-term relationships, outcomes, and growth.

You will:

• Own onboarding, implementation, and go-live for enterprise clients, coordinating with professional services, product, and engineering to ensure a smooth and successful launch

• Lead strategic business reviews, executive-level check-ins, and ROI discussions with C-suite and senior stakeholders

• Monitor adoption, usage, health, and key success metrics (e.g., value delivered, ROI, retention, NPS)

• Proactively identify upsell, cross-sell, and expansion opportunities within your accounts

• Serve as the primary point of customer escalation, managing complex issues and coordinating resolution with internal teams

• Advocate for your clients internally—convey product feedback, feature requests, and customer pain points to drive roadmap prioritization

• Build and maintain lasting relationships, ensuring clients view us as a strategic partner, not just a vendor

• Develop playbooks, scalable processes, and best practices for Enterprise CSM across the organization

• 5+ years experience in Customer Success, Account Management, or Client Services in a B2B SaaS environment

• Experience managing enterprise clients (e.g. $100K+ ARR accounts)

• Demonstrated track record of driving retention, upsell, expansion, and renewal in large accounts

• Strong executive presence; comfortable presenting to C-level stakeholders and leading strategic discussions

• Excellent communication, influencing, and negotiation skills

• Analytical mindset; ability to synthesize data into actionable insights

• Collaborative, cross-functional working style — you’ll partner tightly with product, engineering, sales, marketing, and support

• High degree of autonomy, proactivity, organization, and ability to juggle multiple complex accounts