Enterprise Customer Success Manager

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

📋 Description

• Manage a portfolio of enterprise clients, serving as the main point of contact after the sale

• Establish and nurture relationships with key stakeholders, including executive leaders

• Align on objectives, expectations, and success metrics

• Ensure customers achieve full deployment, adoption, and operational status

• Monitor the health of accounts and proactively tackle potential risks

• Promote usage, engagement, and overall adoption of the platform and hardware

• Conduct Quarterly Business Reviews (QBRs) and annual assessments

• Deliver data-driven insights and recommendations to clients

• Identify expansion opportunities and collaborate with Sales to implement

• Oversee renewals for designated accounts and enhance retention

• Recognize and address risks early, including product, operational, or relational challenges

• Act as the lead coordinator during escalations, managing cross-functional resources

• Ensure prompt resolution and maintain clear communication with clients

• Lead and assist with onsite deployments for strategic clients, ensuring successful setup, training, and initial adoption

• Guide clients in using the platform effectively, covering account structure, user management, and system navigation

• Monitor and drive continuous system health and readiness, ensuring clients remain fully operational

• Identify growth opportunities based on usage, gaps, and client objectives, partnering with Sales to execute

• Own the renewal strategy and its execution, proactively managing risks and aligning with client timelines and goals

• Serve as the primary coordination point during escalations, ensuring effective communication and timely resolution across teams

⛳️ Requirements

• Over 5 years of experience managing enterprise or strategic accounts

• Background in SaaS, healthcare, public safety, or other critical environments

• Experience in supporting hardware and software platforms

• Familiarity with Federal Government (FedGov) and/or SLED (State, Local, Education) clients

• Experience in a high-growth or startup setting

• Proven track record of closely partnering with Sales on expansion and revenue growth

• Willingness and ability to travel 25–50% for client onsite engagements, deployments, and industry events

🏝️ Benefits

• Comprehensive health, dental, and vision insurance

• Generous paid time off and holidays

• Opportunities for professional development and growth

• Flexible work arrangements

• Competitive salary and performance-based bonuses