Customer Success Manager – Enterprise

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and motivate a team of 8 Enterprise Customer Success Managers dedicated to strategic customers.

• Develop strategies aimed at enhancing retention, expansion, and overall customer satisfaction.

• Provide coaching to CSMs through constructive feedback, career development initiatives, and performance enhancement.

• Collaborate with CSMs on strategies for retention, identification of expansion opportunities, and achieving measurable customer outcomes.

• Set clear expectations, metrics, and operational standards to ensure CSM accountability.

• Foster a culture of experimentation, process innovation, automation, and improvements in customer experience.

• Identify potential customer risks and guide resolution strategies, involving executives when necessary.

• Establish quarterly goals and strategic priorities in alignment with company OKRs.

• Monitor and communicate progress through comprehensive reporting and feedback loops.

• Work in partnership with Product, Sales, Onboarding, and Support teams.

• Collect customer feedback to influence product strategy and drive continuous improvement.

• Recruit, onboard, and mentor talent, while nurturing a positive team culture.

⛳️ Requirements

• Minimum of 3 years of leadership experience in Customer Success or Account Management within a SaaS environment.

• Demonstrated success in leading Enterprise or Strategic accounts and managing large, complex customer relationships.

• Strong coaching abilities and effective people leadership skills.

• Excellent business acumen with the capacity to consult on best practices, process optimization, and ROI achievement.

• High emotional intelligence, exhibiting strong listening, empathy, and communication capabilities.

• Exceptional organizational and project management skills.

• Proactive, solutions-oriented mindset with the resilience to navigate ambiguity and challenges.

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

• A passion for technology, a curious mindset, and a commitment to continuous learning and innovation.

🏝️ Benefits

• Flexible time off.

• Learning and development opportunities.

• Comprehensive onboarding program.

• Leadership training and various programs and events.

• Bonusly and peer-nominated awards.

• Company-paid medical, dental, and vision insurance.

• 100% employer-paid options and 90% coverage for dependents.

• FSA and HSA options.

• 401k matching.

• Telehealth options, including One Medical memberships.

• Parental leave and support.

• Up to $20k in fertility services, including IUI and IVF.

• Reimbursement for surrogacy and adoption.

• On-demand maternity support through Maven Maternity.

• Free breast milk shipping via Maven Milk.

• Pet insurance.

• Legal advisory services.

• Financial planning tools.

• Variable commission plan.

• Equity options.

• A holistic suite of benefits.