Customer Success Manager – Enterprise

This is a fully remote position, open to applicants in California, +8 more states.

📋 Description

• Coaching and Development: Deliver ongoing coaching, feedback, and career advancement support for Enterprise CSMs, helping them build confidence, enhance performance, and grow as consultative leaders for their clients.

• Retention and Expansion: Collaborate with CSMs to implement retention strategies, pinpoint opportunities for growth, and achieve measurable business results for clients.

• Excellence Promotion: Set clear expectations, metrics, and operational standards to ensure that each CSM operates their business with precision and accountability.

• Innovation and Upleveling: Promote experimentation and process innovation to enhance efficiency, automation, and customer experience within the team.

• Risk Management: Identify potential risks early and proactively develop resolution strategies, engaging with executives as necessary to ensure alignment and collaboration.

• Strategic Leadership: Establish strategic priorities that align with company OKRs and track progress through reporting and continuous feedback loops.

• Cross-Functional Collaboration: Work alongside Product, Sales, Onboarding, and Support teams to guarantee a smooth customer journey and strong internal alignment.

• Customer Advocacy: Collect and analyze customer feedback to shape product strategy and champion continuous improvement.

• Build relationships with customers at the C-suite level.

• Recruitment and Scaling: Recruit, onboard, and mentor exceptional talent while fostering a culture characterized by passion, curiosity, and care.

⛳️ Requirements

• Over 4 years of experience in people management within Customer Success or Account Management in a SaaS environment.

• Demonstrated success in leading Enterprise or Strategic accounts and teams managing large, complex customers.

• Strong coaching and leadership capabilities, inspiring others to excel while nurturing a culture of trust, collaboration, and accountability.

• Excellent business acumen with the ability to advise on best practices, process optimization, and ROI realization.

• High emotional intelligence, coupled with strong listening, empathy, and communication skills.

• Outstanding organizational and project management abilities, capable of handling multiple priorities with accuracy.

• A proactive, solution-focused mindset and resilience in navigating ambiguity or challenges.

• In-depth knowledge of SaaS metrics, retention strategies, and customer health management.

• Enthusiasm for technology, curiosity, and a commitment to continuous learning and innovation.

• Willingness to travel up to 20% when conditions are deemed safe by health officials.

🏝️ Benefits

• Flexible work schedule, recognition, and support for independent work: Generous time off with extensive learning and development opportunities to advance your career. We offer a comprehensive onboarding program, leadership training for all tiers, and various programs and events.

• Exceptional work is recognized through Bonusly, peer-nominated awards, and additional incentives.

• Comprehensive health and wellness benefits: Company-covered medical, dental, and vision plans (including 100% employer-paid options and 90% coverage for dependents), FSA and HSA, 401k matching, and telehealth services, including memberships with One Medical.

• Support for employees at every life stage: Parental leave and assistance, up to $20k in fertility services (such as IUI and IVF), reimbursement for surrogacy and adoption, on-demand maternity support via Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.