Own and manage a portfolio of enterprise customers with high monthly spend and complex environments
Act as the primary point of contact and advocate for enterprise clients across all internal teams
Ensure all technical, billing, and account-related issues are resolved efficiently through coordination with internal teams
Proactively monitor account health, usage, and satisfaction to prevent churn
Deliver a white-glove customer experience that reinforces the customer’s importance to the organization
Conduct onsite customer visits as required to strengthen relationships and gain deeper insight into customer operations
Lead Quarterly Business Reviews (QBRs) to review performance, outcomes, goals, and future initiatives
Identify and drive opportunities for account expansion through additional products and services
Collaborate with Sales and Leadership to support upsell and cross-sell initiatives
Partner closely with Technical Support, Product, Billing, and Sales teams to deliver seamless service
Represent the voice of enterprise customers internally to influence product improvements and service enhancements

Proven experience managing high-value SaaS accounts, preferably in an RMM or MSP-focused environment
Strong relationship-building and communication skills, including executive-level interactions
Ability to understand technical solutions and translate them into business value
Experience conducting QBRs, onsite visits, and strategic account planning
Highly organized, proactive, and customer-focused with strong problem-solving abilities

Comprehensive benefits package, which includes medical, dental, and vision insurance
401(k) plan
Unlimited PTO
Opportunity for growth and advancement

Enterprise Customer Success Manager

Key skills