Enterprise Customer Success Manager

XOi provides software and AI solutions that connect field service technicians with equipment data, improve efficiency, streamline communication, and support better outcomes. The Enterprise Customer Success Manager serves as a strategic advisor to complex enterprise clients, leading change initiatives, executive engagement, adoption, expansion, customer advocacy, and metrics-driven success programs.

Responsibilities:

• Act as a senior-level strategic partner who understands the customer’s industry, business model, and long-term goals. Use that understanding to guide executive alignment and ensure that XOi's platform becomes an integral part of their success roadmap
• Spearhead enterprise-wide initiatives that involve cultural shifts, business process transformation, and the adoption of new technologies. Recognize the emotional and structural barriers to change, and develop frameworks to help customers push through them successfully
• Lead regular, high-stakes conversations with executive stakeholders. Confidentlymanage diverse personalities, shifting priorities, and complex internal politics to maintainalignment on strategic goals
• Use a consultative approach to ongoing discovery. Ask the right questions, uncoverlatent needs, and identify strategic opportunities that go beyond surface-levelissues—enabling deeper alignment and innovation with the customer
• Build tailored adoption plans that drive meaningful engagement with the platform.Identify areas for expansion, champion renewals, and ensure the customer ismaximizing ROI from our solutions
• Address multifaceted business and technical challenges with structured, creative thinking. Bring clarity and resolution to ambiguous or politically sensitive situations while maintaining trust
• Represent the voice of the customer internally and influence cross-functional teams to prioritize features, fixes, or experiences that matter most to enterprise clients
• Use KPIs and success metrics to monitor adoption, value realization, and health across customer accounts. Translate insights into action plans and communicate impact both internally and to customer stakeholders

Requirements:

• 4+ years of experience managing strategic ($1M ARR+), multi-level hierarchicalenterprise-level customer relationships in a SaaS environment
• Demonstrated success innavigating complex account structures, aligning stakeholders across business units, anddriving meaningful, measurable business outcomes
• Deep expertise in leading enterprise customers through large-scale changeinitiatives—process redesign, digital transformation, or cultural adoption of newtechnologies—while mitigating friction, gaining buy-in, and sustaining momentum acrossdiverse teams
• Polished and confident communicator with experience engaging senior executives and cross-functional stakeholders
• Skilled at building trust, facilitating alignment, and leading high-stakes conversations focused on business impact and strategic direction
• Proven ability to manage multiple high-impact workstreams and customer programs simultaneously
• Adept at balancing long-term strategic planning with tactical execution and coordinating internal and external resources to ensure success
• Naturally curious and analytical, with a talent for asking the right questions to uncover underlying challenges
• Comfortable navigating ambiguity, handling resistance, and crafting tailored, creative solutions that move customers forward
• Comfortable working within systems like Salesforce, G-Suite, and Customer Success platforms such as ChurnZero
• Able to translate technical concepts into business value and use tools to support scalable engagement and reporting
• Deeply committed to delivering outcomes that matter to the customer
• You view success not just as retention, but as long-term impact, partnership, and transformation
• Strategic and Data-Driven : You don't just react—you anticipate
• You regularly analyze customer behaviors, business models, and usage trends to identify risks and unlock new opportunities
• Empathetic and Assertive : You balance empathy with leadership
• You're trusted by customers because you listen deeply, act with purpose, and don't shy away from challenging conversations when needed
• Outcome-Focused : You are laser-focused on results, using data and customer insight to drive adoption, satisfaction, and long-term value
• Collaborative Across the Org : You believe great customer experiences are everyone's job—and work cross-functionally to align Sales, Product, Engineering, and Support behind a unified customer vision
• Resilient and Eager to Grow : You thrive in ambiguity and change, bring a growth mindset to your work, and see challenges as chances to get better—faster