Senior Customer Success Manager (Enterprise)

Blue J is the leading generative AI solution for tax professionals, seeking a Senior Customer Success Manager, Enterprise to manage key enterprise customer relationships. This role involves driving account health, overseeing implementation success, and supporting renewal and expansion strategies for high-value enterprise accounts.

Responsibilities:

• Manage a focused portfolio of enterprise accounts and build strong, trust-based relationships with customer stakeholders
• Own post-sale account strategy across onboarding, implementation, adoption, value realization, renewal readiness, and expansion support
• Lead complex onboarding and implementation programs, aligning customer stakeholders and internal teams around milestones, deliverables, risks, and desired outcomes
• Facilitate regular business cadences, including quarterly business reviews (QBRs) and executive business reviews (EBRs)
• Develop and maintain clear account plans, stakeholder maps, success plans, documentation, and executive-ready status updates
• Coordinate cross-functional collaboration across Customer Success, Sales, Product, Engineering, Support, and leadership to support successful delivery
• Identify potential account risks early, escalate as appropriate, and support the development and execution of recovery plans when needed
• Partner with Enterprise Account Executives to identify and support expansion opportunities across the portfolio
• Build strong product understanding to demonstrate Blue J and connect product capabilities to customer priorities
• Contribute to the ongoing development of Blue J’s enterprise customer success processes, documentation standards, and operating practices