Enterprise Customer Success Manager

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

📋 Description

• Oversee both existing and new enterprise accounts alongside the Enterprise Strategic Account Executive through collaborative account plans and defined ownership.

• Engage with qualified deals prior to finalizing scope and service commitments to confirm outcomes, readiness, and post-sale expectations.

• Develop collaborative Sales/CS onboarding plans prior to handover, detailing scope, objectives, success metrics, stakeholders, responsibilities, timelines, and tailored assessment commitments.

• Direct onboarding, change management, and adoption efforts across various teams and regions.

• Cultivate relationships across Talent Acquisition, Engineering, business leadership, IT, and Security, including securing executive sponsorship.

• Drive success plans, quarterly business reviews (QBRs), and executive reviews showcasing adoption, business results, and return on investment (ROI).

• Manage the renewal strategy, forecasting, and execution while addressing risks and achieving Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets.

• Identify opportunities for growth and prepare customers for expansion.

• Lead escalations and collaborate with internal teams to address and resolve obstacles.

• Create enterprise onboarding, migration, and engagement playbooks; share insights with Sales, Marketing, and Product teams; mentor Customer Success Managers (CSMs).

• Maintain customer plans, stakeholder engagement, health metrics, and forecasts using Salesforce and Gainsight.

• Leverage Gainsight, CS Orchestrator/Potts, and AI to enhance preparation, monitoring, and follow-up processes.

• Report directly to the Head of Customer Success.

⛳️ Requirements

• At least 7 years of experience in Customer Success, Enterprise Account Management, or strategic consulting, ideally within a SaaS environment.

• Bachelor’s degree in Business, IT, or a related discipline.

• Proven success in retaining enterprise customers, onboarding new accounts, and achieving measurable adoption and business results.

• Experience collaborating with enterprise sellers on presales, account planning, and expansion, preferably within a pod structure.

• Executive presence and effective communication skills to align buyers and implementation teams on project scope and expectations.

• Strong business acumen and data analysis skills, translating customer feedback into ROI, risk management, and growth opportunities.

• Capability to lead cross-functionally and balance customer needs, onboarding processes, and presales activities.

• Experience with scoped onboarding plans, custom assessment commitments, change management, executive reviews, and renewal forecasting.

• Proficient in Gainsight or similar Customer Success platforms and CRM software.

• Daily fluency with AI and workflow automation, demonstrating sound judgment and critical evaluation of outputs.

• Relevant experience with Salesforce, Gainsight, CS Orchestrator/Potts, enterprise integrations, security measures, competitive migrations, or HR technology.

• Permanent and unrestricted right to work in the country of residence without the need for current or future sponsorship.

🏝️ Benefits

• Meaningful work that has a significant impact on a highly regarded product.

• Competitive salaries that align with market rates.

• Stock options available with a 4-year vesting period.

• Comprehensive medical, dental, and vision insurance (90% coverage for employees and their dependents).

• Flexible Spending Account (FSA) options.

• 401K plan with profit-sharing opportunities.

• Unlimited paid time off with an expectation of taking 3 weeks annually, in addition to 20 company holidays.

• Remote-friendly work environment with a monthly work-from-home stipend.

• Parental leave policy (primary: 16 weeks; secondary: 12 weeks).

• Coverage for short- and long-term disability and life insurance.

• Choice of laptop computer.

• Opportunities for internal mobility and professional growth.

• Appropriate compensation and benefits for qualified candidates from other countries, depending on residency and employment type.