Enterprise Customer Success Manager

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

📋 Description

• Take charge of the complete customer relationship management for a portfolio consisting of 50-70 enterprise accounts.

• Create and implement account success strategies that align with each client's business goals and hiring results.

• Establish and nurture relationships within customer organizations, from everyday users to HR and Talent Acquisition leadership.

• Act as the main point of accountability for customer health, adoption, retention, and growth.

• Collaborate with customers to outline success metrics and measurable outcomes related to their utilization of Criteria's platform.

• Conduct routine business reviews that highlight achieved value, product usage, and future priorities.

• Convert usage statistics and product features into clear narratives of business impact.

• Identify gaps in adoption and coordinate resources to address them effectively.

• Take responsibility for gross revenue retention (GRR) and impact net revenue retention (NRR) within your portfolio.

• Work alongside Client Account Executives to uncover and present expansion opportunities.

• Direct the renewal strategy and its execution, engaging early to identify risks and ensure timely renewals.

• Assist in building business cases for further product investments when potential expansion opportunities arise.

• Direct inquiries related to support, implementation, and product to the appropriate internal resource, keeping the customer updated throughout the process.

• Represent the customer's voice internally, highlighting trends that inform product and go-to-market strategies.

• Collaborate with Account Management on strategic plans for shared accounts.

• Proactively identify obstacles to adoption, shifts in sentiment, and risks of churn through data and relationship indicators.

• Develop and implement risk mitigation strategies with defined timelines and accountability.

• Maintain precise renewal forecasting and account health records in ChurnZero and Salesforce.

⛳️ Requirements

• Over 3 years of experience in Enterprise Customer Success, Account Management, Management Consulting, or Sales within a B2B SaaS or technology firm.

• Demonstrated history of achieving 95%+ gross retention and net expansion within enterprise segments.

• Experience negotiating within complex, matrixed organizations with lengthy sales and renewal cycles.

• Financial acumen; comfortable engaging in discussions regarding P&L, TCO, ROI, and crafting executive-level business cases.

• Proven ability to cultivate trusted advisor relationships with C-suite and VP-level executives.

• Outstanding communication and presentation skills tailored to executive audiences.

• Strong analytical skills; capable of synthesizing usage data, health scores, and business metrics into actionable insights.

• Experience in developing and executing long-term strategic account plans linked to measurable outcomes.

• Proficient in Customer Success platforms (ChurnZero), CRM systems (Salesforce), and Business Intelligence tools.

• Knowledge of enterprise procurement, legal, and security review procedures.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and flexible working hours.

• Opportunities for professional development and career advancement.

• A collaborative and inclusive work environment.