Enterprise Customer Success Manager, CSM

📋 Description

• Lead the overall vision for the post-sales experience, encompassing adoption to renewal, in close collaboration with our Sales and Business Operations leadership.

• Define implementation requirements and oversee timelines to facilitate seamless onboarding and ensure high customer engagement from Day 1.

• Cultivate and strengthen relationships across accounts to reinforce our partnership and commitment to the customer.

• Manage, resolve, and monitor customer-reported issues, escalating to the engineering team as necessary to guarantee timely resolutions and transparent communication with the customer.

• Represent our customers' needs within the engineering roadmap.

• Drive innovation through modern solutions, utilizing data to enhance customer engagement and support clients at scale throughout their lifecycle.

• Collaborate cross-functionally to provide a cohesive customer experience.

⛳️ Requirements

• Over 5 years of experience in customer-facing roles, including at least 2 years in SaaS Customer Success or Account Management.

• Experience managing enterprise-level clients and navigating complex stakeholder environments.

• Demonstrated success in delivering customer and business outcomes in an innovative manner.

• Customer-focused with a genuine passion for understanding customers’ organizations, business goals, and value drivers.

• Exceptional communication skills and executive presence — capable of translating technical concepts for non-technical audiences.

• Strong organizational abilities with the capability to prioritize, plan, and execute across multiple accounts.

• Comfortable working in fast-paced and ambiguous environments with changing priorities.

• A customer-first mindset, supported by data-driven decision-making.

• Experience in developing internal processes, customer playbooks, or contributing to customer success (CS) tools is a plus.

🏝️ Benefits

• Remote-first position within the U.S.

• Annual offsite events in exciting destinations; past locations include Seattle, Miami, Nashville, and San Francisco.

• Competitive salary along with meaningful equity opportunities.

• Unlimited paid time off (PTO) plus 14 company holidays.

• 12 weeks of fully paid parental leave, complemented by a flexible return-to-work policy.

• Comprehensive medical, dental, and vision insurance plans.

• 401(k) retirement plan.

• Dynamic work environment: Engage in impactful, high-priority projects with ample opportunities for professional development.