Senior Customer Success Manager, Enterprise – TOLA

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

📋 Description

• Take charge of strategic post-sale customer relationships for mid-market and enterprise accounts independently.

• Encourage adoption, engagement, retention, and the realization of long-term value.

• Conduct outcome-focused QBRs/EBRs and spearhead success planning initiatives.

• Inform customers about best practices, enablement, and developments in the roadmap.

• Assess account health through data-driven insights and proactively address potential risks.

• Handle complex escalations while ensuring customer trust and satisfaction remain intact.

• Work in collaboration with Sales, Engineering, and Support to drive renewals and expansions.

• Act as the voice of the customer internally by providing structured feedback to Product and other departments.

• Facilitate knowledge sharing, contribute to internal process development, and mentor when applicable.

⛳️ Requirements

• Over 8 years of experience in enterprise SaaS, with a minimum of 3 years in Customer Success, Technical Account Management (TAM), or support roles.

• Demonstrated success in managing complex customer relationships, including interactions with executive-level stakeholders.

• Excellent communication, analytical, and problem-solving abilities with a focus on achieving measurable outcomes.

• Technical understanding of internet and networking technologies.

• Experience with security products is advantageous.

• Familiarity with CRM and support tools such as Salesforce and Jira.

• A Bachelor’s degree in a technical discipline like Computer Science or Engineering, or equivalent professional experience.

🏝️ Benefits

• Eligibility for bonus or incentive compensation.

• Eligibility for equity options.

• Comprehensive benefits package.