Description:
We are seeking an experienced Enterprise Customer Success Manager (CSM) to own and grow a portfolio of 25–30 enterprise customers. This role is responsible for driving adoption, measurable business outcomes, renewals, and expansion through a proactive, executive-level customer success motion.
This is not a reactive or support-oriented role. The Enterprise CSM is expected to operate as a trusted advisor to senior customer stakeholders, bringing structure, commercial judgment, and clarity to complex enterprise environments. The role requires regular customer travel and close cross-functional partnership across Sales, Product, Support, and Enablement.
Key Responsibilities
- Enterprise Account Ownership
- Own a portfolio of 25–30 enterprise accounts with full accountability for Gross Revenue Retention (GRR), Net Revenue Retention (NRR), adoption, and long-term value realization
- Serve as the primary owner of the overall customer relationship, outcomes, and commercial success
- Manage complex, multi-stakeholder enterprise environments and decision-making structures
- Proactive Success Planning & Risk Management
- Develop and maintain outcome-based success plans aligned to customer business objectives and KPIs
- Establish and maintain a consistent engagement cadence across functional and executive stakeholders
- Continuously assess account health, identify early risk signals, and execute mitigation plans proactively—before issues escalate
- Renewals & Expansion
- Lead enterprise renewal conversations end-to-end, including timeline management, value articulation, risk resolution, and commercial discussions
- Demonstrate strong commercial instinct to identify, position, and influence expansion opportunities based on customer outcomes and value realization
- Partner closely with Sales on expansion execution while retaining ownership of the customer narrative
- Executive Engagement
- Plan and deliver Executive Business Reviews (EBRs) focused on outcomes, ROI, adoption trends, and strategic priorities
- Build and maintain trusted advisor relationships with VP- and C-level stakeholders
- Align customer executives to long-term value, roadmap direction, and renewal strategy
- Cross-Functional Collaboration
- Partner with Product to communicate structured customer feedback and influence roadmap prioritization
- Work closely with Support and Enablement to ensure smooth issue resolution and sustained adoption
- Collaborate cross-functionally to deliver a cohesive and high-quality enterprise customer experience
Required Experience
- 10+ years of experience in Customer Success
- 5+ years managing enterprise SaaS customers with ARR typically ranging from $50K to $500K+ per account
- Demonstrated ownership of enterprise renewals with direct accountability for retention outcomes
- Experience managing 25–30 enterprise customers concurrently in a structured, proactive model
- Comfort navigating complex buying committees, procurement processes, security reviews, and legal workflows
- Willingness and ability to travel approximately 25% for onsite customer engagements and executive meetings
- Experience in HR Tech, Recruiting Tech, or Enterprise SaaS strongly preferred