Senior Enterprise Customer Success Manager (US)

JetBrains is a company that builds tools for developers, and they are seeking a Senior Enterprise Customer Success Manager to enhance their engagement model with enterprise customers. This role involves managing a portfolio of large US-based customers, ensuring they derive value from their investments, and identifying opportunities for growth.

Responsibilities:

• Own a portfolio of ~100 strategic enterprise accounts
• Conduct structured Quarterly Business Reviews (QBRs) with technical and executive stakeholders
• Develop and standardize a scalable QBR framework and engagement model
• Monitor license usage and proactively identify retention risks or growth opportunities
• Drive cross-sell and expansion across JetBrains products
• Coordinate internal stakeholders (Solutions Engineers, Support, Sales, Technical Account Managers)
• Act as the primary business point of contact for enterprise customers
• Build and refine customer success processes that can scale globally
• Contribute to long-term enterprise growth strategy

Requirements:

• 8–10+ years of experience in enterprise SaaS customer success, account management, or similar roles
• Proven experience managing large, strategic enterprise accounts
• Strong track record conducting executive-level QBRs
• Experience building or refining customer success processes
• Commercial mindset with demonstrated success in retention and expansion
• Ability to coordinate cross-functional teams without direct authority
• Strong executive presence and communication skills
• Structured, process-oriented thinking
• Comfortable operating in ambiguity and building from the ground up