Enterprise Customer Success Manager (CSM)

Key Responsibilities

• Strategy and Goal Development: Drive overall vision of post-sales experience (from adoption to renewal) in close partnership with Sales and Business Operations leadership. Organize and manage the team's goals, priorities, and account plans to ensure delivery of value to customers.

• Planning: Set implementation requirements and manage timelines to ensure smooth onboarding and high customer engagement from Day 1.

• Customer-Obsessed: Build and nurture relationships across accounts to solidify our partnership and commitment to the customer.

• Issue Management: Triage, resolve, and track customer-reported issues — escalating to the engineering team when needed to ensure timely resolution and clear communication back to the customer.

• Advocacy & Accountability: Advocate for customers' needs within the engineering roadmap. Ensure needs are properly prioritized and rally resources to support them when needed.

• Creativity & Scale: Innovate on modern solutions, using data to guide customer engagement and serve clients at scale across their lifecycle.

• Team Collaboration: Work cross-functionally to deliver a unified customer experience. Collaborate on rollout strategies, enablement, and strategic customer planning.

What you bring

• 5+ years of customer-facing experience, including 2+ years in SaaS Customer Success or Account Management.
• Experience managing enterprise-level customers and navigating complex stakeholder environments.
• Proven track record of delivering customer and business outcomes in an innovative way.
• Customer-centric and passionate about understanding customers’ organizations, business priorities, and sources of value.
• Excellent communication and executive presence — able to translate technical concepts for non-technical audiences.
• Strong organizational skills with the ability to prioritize, plan, and execute across multiple accounts.
• Comfort working in fast-paced, ambiguous environments with shifting priorities.
• A customer-first mindset, backed by data-driven decision making.
• Experience building internal processes, customer playbooks, or contributing to CS tooling is a plus.

Benefits

• Remote-first within the U.S.
• Annual offsites in exciting locations. Past trips include Seattle, Miami, Nashville, and San Francisco.
• Competitive salary and meaningful equity.
• Unlimited PTO + 14 company holidays.
• 12 weeks of fully paid parental leave, with a flexible return-to-work policy.
• Comprehensive medical, dental, and vision plans.
• 401(k) retirement plan.
• Dynamic Environment: Work on impactful, high-priority matters with opportunities for professional growth.