Customer Success Manager
Manages enterprise customer relationships, driving platform adoption, retention, value realization, and account expansion. Requires at least three years in customer-facing work, experience with large enterprise accounts, strong executive communication, and familiarity with analytics, APIs, and SQL.
About the job
Responsibilities
- Drive full value realization of the Segment platform and ensure customer success.
- Develop and execute strategic roadmaps for product adoption, customer satisfaction, and advocacy.
- Manage customer relationships as a trusted advisor to executive and senior leaders across Engineering, Product, Business Analytics, and Marketing.
- Build relationships with IT, engineering, development, and other stakeholder teams to drive engagement.
- Identify opportunities to deepen customer engagement, expand accounts, and support renewals.
- Collaborate with internal teams to optimize implementations and resolve complex technical challenges.
- Analyze the customer portfolio to prioritize risks and opportunities and develop mitigation plans.
- Maintain expertise in the Segment platform and trends in data and analytics.
- Coordinate customer maturity and technical discussions across engineering, marketing, product, and support teams.
Requirements
- 2+ years managing enterprise customers with portfolios of $200,000+ ACV per client.
- 3+ years in customer-facing roles such as customer success management, account management, or consulting.
- Experience working within or supporting Fortune 500 companies or similarly large organizations.
- Expertise in customer strategy development and data-driven approaches to client success.
- Ability to build and sustain relationships with stakeholders across organizational levels and business units.
- Excellent communication skills for executive presentations and discussions.
- Strong problem-solving, collaboration, and influence skills.
- Ability to create structure and processes for high-impact customers.
- Track record of improving customer satisfaction and retention.
- Familiarity with data and technology, including analytics, APIs, and SQL.
Compensation and Benefits
- Estimated annual pay ranges vary by eligible location:
- Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont, or Washington, D.C.: $92,624–$115,780.
- New York, New Jersey, Washington State, or California outside the San Francisco Bay Area: $97,768–$122,210.
- San Francisco Bay Area, California: $102,912–$128,640.
- May be eligible for equity and a corporate bonus plan.
- Eligible for commissions, health insurance, 401(k), paid sick time, paid time off, and paid parental leave.
- Approximately 15% travel is anticipated.
Skills
Customer Success, Account Management, Consulting, Customer Strategy, Data Analytics, APIs, SQL, Product Adoption, Account Expansion, Executive Communication, Portfolio Management, Stakeholder Management
Similar jobs
Customer Success jobs
Thyme Care
United States
Provides virtual psychosocial assessment, counseling, crisis intervention, resource linkage, and care coordination for people with cancer and their families. Requires a CSWE-accredited master’s degree, an active social work license, and preferably three to five years of healthcare social work experience.
Wiz
United States
Leads strategic customer engagements focused on cloud security adoption, business value, and expansion. Requires 5+ years in customer-facing strategic work, strong stakeholder communication, and experience guiding complex cloud technology transformations.
Broccoli AI
Lehi, UT
Own a portfolio of customers by driving adoption of AI agents, improving outcomes, reducing churn, and expanding accounts. The role requires analytical, customer-focused, autonomous, AI-native, and revenue-oriented account management.
Tennr
New York, NY
The Clinical Criteria Escalations Specialist reviews customer feedback, payer policies, and clinical documentation to resolve medical-necessity and qualification criteria issues. The role requires an active RN or LPN license, relevant utilization-management or clinical-review experience, and strong judgment and written communication.
Datadog
Chicago, ILManages strategic enterprise customer relationships, drives product adoption and measurable value, and leads onboarding, QBRs, and cross-functional delivery. Requires at least three years in Customer Success or Account Management, enterprise B2B technology or SaaS experience, and strong executive communication skills.