Own onboarding, implementation, and go-live for enterprise clients
Lead strategic business reviews, executive-level check-ins, and ROI discussions with C-suite and senior stakeholders
Monitor adoption, usage, health, and key success metrics (e.g., value delivered, ROI, retention, NPS)
Proactively identify upsell, cross-sell, and expansion opportunities within your accounts
Serve as the primary point of customer escalation alongside customer support, managing complex issues and coordinating resolution with internal teams
Advocate for your clients internally
convey product feedback, feature requests, and customer pain points to drive roadmap prioritization
Build and maintain lasting relationships, ensuring clients view us as a strategic partner, not just a vendor
Develop playbooks, scalable processes, and best practices for Enterprise CSM across the organization

5+ years experience in enterprise customer success
Experience managing enterprise clients (e.g. $100K+ ARR accounts)
Ideally experience at a competitor company
Demonstrated track record of driving retention, upsell, expansion, and renewal in large accounts
Strong executive presence; comfortable presenting to C-level stakeholders and leading strategic discussions
Excellent communication, influencing, and negotiation skills
Analytical mindset; ability to synthesize data into actionable insights
High degree of autonomy, proactivity, organization, and ability to juggle multiple complex accounts

Customer Success Manager

Key skills