Enterprise CSM

As an Enterprise Customer Success Manager , you will be the trusted advisor and strategic partner for our largest, most complex accounts. You will drive adoption, value realization, renewal, and expansion across a book of enterprise clients. This is a high-leverage role focused on long-term relationships, outcomes, and growth.

You will:

• Own onboarding, implementation, and go-live for enterprise clients, coordinating with professional services, product, and engineering to ensure a smooth and successful launch

• Lead strategic business reviews, executive-level check-ins, and ROI discussions with C-suite and senior stakeholders

• Monitor adoption, usage, health, and key success metrics (e.g., value delivered, ROI, retention, NPS)

• Proactively identify upsell, cross-sell, and expansion opportunities within your accounts

• Serve as the primary point of customer escalation, managing complex issues and coordinating resolution with internal teams

• Advocate for your clients internally—convey product feedback, feature requests, and customer pain points to drive roadmap prioritization

• Build and maintain lasting relationships, ensuring clients view us as a strategic partner, not just a vendor

• Develop playbooks, scalable processes, and best practices for Enterprise CSM across the organization

What You Bring

• 5+ years experience in Customer Success, Account Management, or Client Services in a B2B SaaS environment

• Experience managing enterprise clients (e.g. $100K+ ARR accounts)

• Demonstrated track record of driving retention, upsell, expansion, and renewal in large accounts

• Strong executive presence; comfortable presenting to C-level stakeholders and leading strategic discussions

• Excellent communication, influencing, and negotiation skills

• Analytical mindset; ability to synthesize data into actionable insights

• Collaborative, cross-functional working style — you’ll partner tightly with product, engineering, sales, marketing, and support

• High degree of autonomy, proactivity, organization, and ability to juggle multiple complex accounts