Enterprise Customer Experience Manager – West Coast

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

📋 Description

• Take ownership of the customer relationship from the post-sale phase through renewal and expansion, acting as the main point of accountability for customer engagement, health, and value realization.

• Directly lead the renewal process, including early renewal discussions, developing value narratives, commercial negotiations, pricing discussions, retention dialogues, and standard renewal terms.

• Initiate renewal discussions early, construct a case for value proactively, and maintain current renewal opportunities in Salesforce with clear next steps, risk flags, stakeholder notes, and forecasting details.

• Proactively identify contraction risks prior to renewal discussions by understanding customer objectives, budget cycles, procurement pressures, stakeholder changes, and shifts in business priorities.

• Conduct business reviews on a tier-appropriate schedule, utilizing customer goals, product usage, business outcomes, and account context to convey a compelling value narrative.

• Recognize expansion opportunities that align with genuine customer needs, such as new teams, new use cases, add-ons, broader platform adoption, or lifecycle engagement opportunities.

• Present specific expansion recommendations based on customer goals, usage trends, and account context.

• Regularly monitor account health and utilize health signals, stakeholder contexts, product usage, and personal judgment to prioritize time effectively.

• Maintain strong stakeholder coverage across your portfolio, including executive sponsors when appropriate, and quickly reestablish relationships when key contacts leave.

• Identify when a customer requires structured technical support, submit relevant requests to the Technical CSM or Support team, provide account context, and ensure the relationship remains connected through the handoff.

• Communicate product gaps, escalation themes, and broader customer patterns to Customer Experience leadership, backed by data and clear recommendations.

• Thoughtfully leverage AI and automation to manage your portfolio, prepare for customer discussions, synthesize account context, and enhance efficiency in your daily workflow.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success, Account Management, Renewals, or a comparable customer-facing commercial role, preferably within B2B SaaS.

• Proven experience managing a book of business with accountability for retention, renewals, customer health, and expansion.

• Comfort in leading commercial conversations with customer stakeholders and decision-makers, encompassing renewal negotiations, pricing discussions, contraction risks, and expansion proposals.

• Strong business acumen and the ability to comprehend what is occurring in a customer’s business beyond just product-related matters.

• A proactive approach to operations, with a systematic method for staying organized across a large portfolio of accounts.

• Excellent prioritization abilities and the capacity to discern which accounts require attention based on customer context, risk, opportunity, and business impact.

• Exceptional customer communication skills, including the ability to build trust, ask insightful questions, articulate a clear value story, and navigate complex conversations with clarity.

• Strong Salesforce hygiene, maintaining records that are up-to-date, useful, and reliable for forecasting and account planning.

• A clear understanding of when to take direct ownership of the relationship and when to involve Support, Technical CSMs, Product, or leadership for the appropriate next steps.

• Proficient in utilizing AI as part of your daily workflow — be prepared to share concrete examples of how you use AI to prepare, prioritize, summarize, communicate, or enhance efficiency.

• Flourishes in a dynamic environment where ownership, judgment, collaboration, and follow-through are valued more than rigid processes.

🏝️ Benefits

• 100% remote — We operate with a remote-first approach, not remote-only. Having been globally distributed since 2020, we have designed our processes around this model. We utilize in-person meetings intentionally, gathering teams when it promotes better decision-making and accelerated progress.

• Transparency and collaboration — We ensure everyone is informed through a monthly all-hands meeting called Allcues, a weekly company newsletter, and a Tuesday video from our CEO. You will always be aware of the current status.

• Home office and tech — We provide your computer along with a $1,000 home office stipend during your first year and $500 annually thereafter for technology needs.

• Coworking — Need a change of scenery? We will cover up to $500 per month for coworking spaces.

• Health and well-being — Comprehensive health, dental, and vision plans with a significant portion of premiums covered. 401k with matching contributions and paid parental leave.

• Learning stipend — $1,000 per year allocated for professional development.

• Equity — All employees receive equity, ensuring everyone has a stake in what we are building.

• Flexible time off — Take the time you need, coordinating with your manager for your schedule.