Senior Customer Success Manager, Enterprise
Skills
- Enterprise Customer Success or Account Management experience
- Cross-functional stakeholder management
- Project management and implementation expertise
- Data-driven decision making and reporting
- Strong verbal and written communication
- Ability to present to executive-level stakeholders
Responsibilities
- Serve as the primary strategic advisor and point of contact for enterprise customers across the full customer journey (pre-sales, implementation, optimization, renewals).
- Define and track success metrics, conduct business reviews, and demonstrate measurable ROI for customer engagements.
- Orchestrate cross-functional teams (Sales, Support, Product, Engineering, Professional Services) to solve complex customer challenges and deliver outcomes.
- Build and expand relationships at multiple levels within customer organizations, including day-to-day users and C-suite stakeholders.
- Use data and product expertise to recommend strategy, influence talent programs, and inform product feedback loops.
- Identify and qualify upsell/expansion opportunities; partner with Sales and Expansions teams to renew and grow contracts.
- Lead account planning, drive initiatives and projects that improve processes, and mentor peers when appropriate.
Education
- Bachelor's degree or equivalent work experience preferred
- Continuous learning mindset; willingness to use company L&D budget to expand skills
Benefits
- Medical, dental, and vision insurance
- Basic life insurance and mental health resources
- Financial wellness benefits and 401(k) with company match
- Fully paid parental leave program
- Short-term and long-term disability coverage (US-based employees)
- Up to 13 scheduled paid holidays and up to 80 hours paid sick leave per year (US)
- Paid vacation (non-exempt accrual) or flexible time off (exempt)
- Remote-first with optional shared office spaces and co-working allowances
- Learning & development budget
- Potential for stock option awards, bonuses, and sales commissions where applicable
Average salary estimate
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