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 launchLead strategic business reviews, executive-level check-ins, and ROI discussions with C-suite and senior stakeholdersMonitor adoption, usage, health, and key success metrics (e.g., value delivered, ROI, retention, NPS)Proactively identify upsell, cross-sell, and expansion opportunities within your accountsServe as the primary point of customer escalation, managing complex issues and coordinating resolution with internal teamsAdvocate for your clients internally—convey product feedback, feature requests, and customer pain points to drive roadmap prioritizationBuild and maintain lasting relationships, ensuring clients view us as a strategic partner, not just a vendorDevelop playbooks, scalable processes, and best practices for Enterprise CSM across the organizationWhat You Bring5+ years experience in Customer Success, Account Management, or Client Services in a B2B SaaS environmentExperience managing enterprise clients (e.g. $100K+ ARR accounts)Demonstrated track record of driving retention, upsell, expansion, and renewal in large accountsStrong executive presence; comfortable presenting to C-level stakeholders and leading strategic discussionsExcellent communication, influencing, and negotiation skillsAnalytical mindset; ability to synthesize data into actionable insightsCollaborative, cross-functional working style — you’ll partner tightly with product, engineering, sales, marketing, and supportHigh degree of autonomy, proactivity, organization, and ability to juggle multiple complex accounts