Senior Customer Success Manager, Enterprise

Reforge is evolving to empower product teams beyond education by offering AI-powered tools designed to help teams ship high-quality software faster. The Senior Customer Success Manager will partner with strategic accounts, ensuring customer success and influencing product strategy through insights.

Responsibilities:

• Become a product expert: You'll develop a deep understanding of our product and its capabilities to guide customers toward their desired outcomes
• Develop and implement engagement strategies: You’ll create and execute proactive communication plans, host onboarding and activation, and develop resources to drive product adoption and demonstrate value
• Be the voice of the customer: You will act as a critical feedback loop between our customers and our product, engineering, and marketing teams, directly influencing our product roadmap
• Monitor customer health: You’ll track key metrics (like product usage, satisfaction, and overall sentiment) to identify risks and opportunities, taking proactive steps to ensure customer retention
• Build scalable processes: You will have the unique opportunity to build the systems, playbooks, and best practices that will serve as the foundation for the team
• Champion customer stories: You'll identify and cultivate customer advocates to generate case studies, testimonials, and referrals
• Own strategic relationships - Lead high-touch engagement with key accounts, serving as a trusted advisor to senior leaders

Requirements:

• 5+ years in a customer-facing role, ideally in a fast-paced startup environment
• Experience managing Enterprise accounts in a CSM or consultative role
• Proven ability to build trust with senior leaders and understand their goals and challenges
• Strong prioritization and organizational skills - you know how to manage time across many accounts
• An excellent communicator: You can articulate complex ideas clearly and concisely, both verbally and in writing
• Data-driven approach; familiarity with CRM tools is a strong plus
• A self-starter who thrives on autonomy and takes initiative
• Comfortable collaborating cross-functionally and influencing without authority
• Motivated by growth - yours, your team's, and your customers'
• Track record of driving KPIs like gross/net dollar retention and customer expansion