Enterprise Customer Success Manager, CSM

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

📋 Description

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

• Define implementation requirements and oversee timelines to guarantee a seamless onboarding process and high customer engagement from Day 1.

• Foster and maintain relationships across accounts to strengthen our partnership and commitment to customers.

• Assess, resolve, and monitor customer-reported issues, escalating to the engineering team when necessary to ensure timely resolutions and clear communication back to customers.

• Represent our customers' needs within the engineering roadmap.

• Innovate modern solutions, leveraging data to enhance customer engagement and serve clients effectively throughout their lifecycle.

• Collaborate across functions 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.

• Proven experience in managing enterprise-level customers and navigating complex stakeholder environments.

• A demonstrated history of achieving customer and business outcomes in innovative ways.

• Customer-centric mindset with a passion for understanding customers' organizations, business objectives, and sources of value.

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

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

• Comfortable working in fast-paced, ambiguous environments with shifting priorities.

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

• Experience in building internal processes, creating customer playbooks, or contributing to CS tooling is advantageous.

🏝️ Benefits

• Remote-first work environment within the U.S.

• Annual offsite events in exciting locations, with past trips including Seattle, Miami, Nashville, and San Francisco.

• Competitive salary and meaningful equity options.

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

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

• Comprehensive medical, dental, and vision insurance plans.

• 401(k) retirement savings plan.

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