Enterprise CSM
Role Overview
As an Enterprise Customer Success Manager, you will manage large, complex accounts by driving adoption, value realization, and expansion. This senior role involves coordinating with cross-functional teams like product and engineering to ensure successful client launches and handle escalations. You will build lasting relationships with enterprise clients and influence strategic outcomes through data-driven insights.
Perks & Benefits
This is a fully remote position, offering flexibility in work location. You can expect a collaborative environment with opportunities to work across teams like sales and product, fostering professional growth. The role emphasizes autonomy and proactivity, ideal for those seeking a high-leverage career in a dynamic tech setting, though specific time zone details are not stated but may align with client needs.
Full Job Description
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
What You Bring
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
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