Enterprise Customer Success Manager

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

📋 Description

• Manage a portfolio of 15–20 high-value enterprise accounts through onboarding, renewal, and growth initiatives.

• Establish multi-threaded relationships with executive sponsors, HR personnel, Finance teams, and administrators.

• Promote adoption through strategic enablement and guidance on best practices.

• Create and implement account plans, success strategies, and renewal and expansion tactics in collaboration with Sales.

• Assess customer health, renewal risks, and value realization.

• Lead remediation strategies for accounts that are at risk.

• Convey enterprise customer feedback, business requirements, and market insights to Product and Engineering teams.

• Develop and refine enterprise Customer Success playbooks, executive business review materials, and scalable internal processes.

• Coordinate cross-functional resources from product, sales, engineering, support, and strategic alliances teams.

• Report directly to the Head of Customer Operations.

⛳️ Requirements

• 5+ years of experience in customer success or account management within SaaS, fintech, healthcare, or the Benefits sector; enterprise experience is highly preferred.

• Direct experience in the Benefits sector and/or with complex, multi-stakeholder enterprise clients.

• Proven success in roles driven by quotas, emphasizing retention and growth.

• Demonstrated history of managing and expanding high-value enterprise accounts, including renewals, executive engagement, and growth initiatives.

• Ability to analyze customer data and business insights to inform account strategy and influence stakeholder decisions.

• Capability to engage customer teams at various levels of technical and non-technical depth, from end users and administrators to C-level executives.

• Experience in orchestrating cross-functional teams and articulating customer needs, risks, and opportunities to Sales, Marketing, Product, and Engineering.

• Familiarity with enterprise account planning, executive business reviews, and value-based selling methodologies.

🏝️ Benefits

• 95% coverage for medical, dental, and vision expenses.

• One-time $250 Work From Home setup allowance.

• Annual $500 Learning & Development benefit.

• Monthly $150 allowance for cell phone and internet expenses.

• Monthly $100 wellness benefit.

• Monthly $100 co-working and commuter benefit.

• Multiple team onsite events throughout the year.

• Flexible Paid Time Off (PTO).

• Equity options available.

• Variable compensation structure.