Leader, Enterprise Customer Success

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

📋 Description

• Oversee the North America Enterprise Customer Success Manager teams comprehensively, encompassing strategy, retention, expansion, and executive customer relationships.

• Manage and enhance high-touch customer success engagement, which includes joint success planning, executive business reviews, health scoring, renewal playbooks, and escalation management.

• Advocate for an AI-driven strategy to optimize the reach and impact of Customer Success Managers (CSMs).

• Serve as the executive sponsor for strategic accounts, fostering relationships with VP and C-level customer stakeholders.

• Take ownership of renewal forecasting.

• Work collaboratively with Product and Engineering teams to represent enterprise customer needs and influence prioritization on the roadmap.

• Identify accounts at risk and initiate cross-functional action plans to mitigate churn risk.

• Report on team performance, portfolio health, and critical customer success metrics to senior leadership.

• Hire, onboard, and train new CSMs as the team grows.

• Promote a customer-first culture throughout the organization.

• Meet consistent gross retention targets, mentor and develop CSMs, maintain documented customer success plans, and proactively address churn risk.

⛳️ Requirements

• 7+ years of experience in Customer Success, Account Management, or a similar customer-facing role.

• 2+ years of team management experience.

• Demonstrated success in owning retention and expansion targets for enterprise or strategic accounts, typically exceeding $100K ACV.

• Experience in building or scaling Customer Success processes and playbooks within a growing organization.

• Strong executive presence and proficiency in navigating complex, multi-stakeholder enterprise relationships.

• Data-driven mindset for managing a portfolio of business.

• Proficiency in forecasting, health scoring, and utilizing CS/BI tools like Gainsight, ChurnZero, Totango, or similar.

• Exceptional coaching, communication, and cross-functional collaboration abilities.

• Experience in the SaaS, cybersecurity, or related technical industry is preferred.

• Bachelor’s degree or equivalent experience.

• Familiarity with security, risk, or compliance products is preferred.

• Knowledge of Salesforce, Gainsight, and Slack is preferred.

• Background in Sales or Solutions Engineering is preferred.

• No immigration sponsorship will be provided.

🏝️ Benefits

• Competitive salary.

• Stock options.

• Health benefits.

• Unlimited PTO.

• Parental leave.

• Tuition reimbursements.

• Annual performance-based incentive compensation awards.

• Equity.

• Reasonable accommodations for qualified individuals with disabilities.