Own the full customer journey: Lead onboarding, implementation, and adoption for mid-market and enterprise customers, ensuring a seamless experience from kick-off to renewal.
Drive measurable outcomes: Understand customer goals and success criteria, develop joint success plans, and deliver value that drives retention, expansion, and advocacy.
Manage renewals and expansion: Own renewal forecasting and negotiation, while identifying opportunities to expand footprint through new use cases, teams, and features.
Be a strategic advisor: Build trusted, multi-threaded relationships across customer organizations—executives, champions, and users alike.
Proactively monitor account health: Track product usage and engagement trends to identify risks and opportunities before they surface.
Partner cross-functionally: Collaborate with Sales, Product, and Marketing to ensure a cohesive customer experience and provide feedback that informs product roadmap and GTM strategy.
Build the foundation: Contribute to building scalable processes, success playbooks, and customer education programs as we grow the CS org.
Champion our customers internally: Advocate for customer needs and ensure their voice is represented in company strategy and product development.

5+ years in Customer Success, Account Management, or Implementation within a B2B SaaS company. Experience with mid-market and enterprise customers is required.
Proven success owning the entire post-sales journey—onboarding, adoption, renewal, and expansion.
Able to zoom out to align business objectives while managing tactical account details and day-to-day execution.
Skilled at building trust and influence across complex organizations and executive stakeholders.
Comfortable with commercial conversations—forecasting renewals, managing negotiations, and driving NDR.
Data-driven approach to understanding customer health, product usage, and success metrics.
Thrives in cross-functional settings and communicates with clarity and empathy.
Excited to contribute to playbooks, processes, and systems in a scaling startup environment.
Experience in change management, customer enablement, or process standardization.

Competitive top-percentile pay & equity
Unlimited PTO
Health, dental, vision, life, and disability coverage
Bi-annual team offsites (meet your teammates IRL!)
Hybrid work environment (3 days in-office per week)
Opportunity to help define the future of Customer Success at a fast-growing, mission-driven startup

Senior Enterprise Customer Success Manager

Key skills