Provide consistent coaching, feedback, and career development for Enterprise CSMs.
Partner with CSMs to execute retention strategies, identify opportunities for expansion, and deliver measurable business outcomes for customers.
Establish clear expectations, metrics, and operational rigor to ensure every CSM runs their business with precision and accountability.
Encourage experimentation and process innovation to improve efficiency, automation, and customer experience across the team.
Anticipate risks early and proactively guide resolution strategies, engaging with executives as needed to ensure alignment and partnership.
Set strategic priorities aligned with company OKRs.
Track and communicate progress through reporting and ongoing feedback loops.
Partner with Product, Sales, Onboarding, and Support teams to ensure a seamless customer journey and strong internal alignment.
Gather and synthesize customer feedback to influence product strategy and advocate for continuous improvement.
Build customer relationships at the C-suite level.
Hire, onboard, and mentor top talent while maintaining a culture of passion, curiosity, and care.

3+ years of people management experience in Customer Success or Account Management within a SaaS environment
Proven success leading Enterprise or Strategic accounts and teams managing large, complex customers
Strong coaching and people leadership skills, motivating others to perform at their best while fostering a culture of trust, collaboration, and accountability
Excellent business acumen and ability to consult on best practices, process optimization, and ROI realization
High emotional intelligence, with strong listening, empathy, and communication skills
Exceptional organization and project management capabilities, able to balance multiple priorities with precision
A proactive, solution-oriented mindset and resilience in navigating ambiguity or challenge
Deep understanding of SaaS metrics, retention levers, and customer health management
Passion for technology, curiosity, and a desire to continuously learn and innovate
Ability to travel up to 20% as conditions are safe according to health officials.

Flexible time off with ample learning and development opportunities to continue growing your career.
Comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events.
Great work is rewarded through Bonusly, peer-nominated awards, and more.
Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.
Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

Senior Manager, Customer Success, Enterprise

Key skills