Ownership of GRR and Book of Business (BOB): Take full ownership of a portfolio of high-value mid-market accounts, driving Gross Revenue Retention (GRR) by ensuring customer satisfaction, renewals, and expansion opportunities (upsell and cross-sell).
Technical Expertise: Ensures customers achieve their desired outcomes by providing technical guidance, solution implementation, and ongoing product adoption support.
Lead GRC Transformation Projects: Oversee planning and execution of client GRC transformation programs, collaborating with internal product and delivery teams to align project outcomes with customer business goals.
Trusted Advisor to CISOs and Executives: Engage directly with CISOs, CIOs, and senior stakeholders as a strategic advisor, sharing actionable insights on security, compliance, and best practices to build long-term partnerships.
Own and Monitor Account Health Metrics: Proactively track and improve leading KPIs such as NPS, product adoption, usage depth, and engagement trends to ensure customer health and preempt risks.
Drive Strategic Reviews (QBRs & EBRs): Lead Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs), presenting outcomes, value realized, and aligning on future strategies with both operational and executive stakeholders.
Mentor & Enable Team as SME: Act as a subject-matter expert (SME) within the CS team, mentoring other CSMs in handling complex customer scenarios, improving internal processes, and shaping playbooks for scale.

6-10 years of experience in customer success, consulting, or project management, with a focus on mid-market or enterprise accounts.
Proven experience in managing complex, multi-phase digital transformation projects with a focus on scaling impact and results.
Strong project management skills, capable of handling multiple complex initiatives.
Excellent communication and relationship-building skills with senior stakeholders.
Has strong technical acumen and the ability to translate complex product capabilities into customer value and business outcomes.
Proficiency in CRM tools and data analysis software.

Enterprise Customer Success Manager

Key skills