Own customer outcome achievement across a strategic enterprise portfolio
Ensure CSMs operate at the account-based archetype level
Act as an executive escalation point for complex or high-risk customer scenarios
Lead, coach, and develop a team of senior Enterprise CSMs
Establish and sustain a regular cadence of structured, outcome-focused reviews
Drive operational rigor through consistent success planning standards
Partner with senior leaders to translate Customer Success strategy into execution

5+ years of experience in Customer Success, Account Management, Sales, or a related customer-facing function
3+ years of people leadership experience
Proven ability to coach teams toward outcome
and value-based enterprise customer engagements
Strong business acumen with comfort measuring success through data, adoption, and customer value signals
Excellent executive-level communication and stakeholder management skills

ECSM Manager

Key skills