Enterprise Customer Success Manager

The company's mission is to surface a person's skills in order to form badass teams that create impactful companies.

We’re looking for an Enterprise Customer Success Manager to support our enterprise net-new motion and protect existing customer revenue, working in a pod with one Enterprise Strategic Account Executive (SAE).

The company serves more than 4,000 customers in over 165 countries.

You will advise customers with 10,000+ employees, support qualified opportunities before close, and remain the primary customer contact after close.

The SAE owns the sale; Solutions Engineering supports technical validation and pilots. You own implementation readiness, onboarding, adoption, value realization, and expansion identification.

Your portfolio includes existing and new customers. Balance presales, onboarding, and ongoing engagement based on customer goals, complexity, value, risk, and strategic opportunity.

This role reports to the Head of Customer Success.

What you'll be doing

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Manage existing and new enterprise accounts with your SAE through shared account plans and clear ownership.

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Join qualified deals before scope and service commitments are finalized to validate outcomes, readiness, and post-sale expectations.

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Create joint Sales/CS onboarding plans before handover: scope, goals, success criteria, stakeholders, responsibilities, and timeline. Document custom assessment commitments and involve the SAE through kickoff.

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Lead onboarding, change management, and adoption across teams and regions, adjusting hands-on support as customer needs change.

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Build relationships across Talent Acquisition, Engineering, business leadership, IT, and Security, with executive sponsorship.

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Lead success plans, QBRs, and executive reviews that demonstrate adoption, business outcomes, and ROI.

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Own renewal strategy, forecasting, and execution. Address risk early and meet GRR and NRR targets.

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Identify expansion opportunities and prepare customers for growth. The named Sales owner owns expansion qualification, pricing, negotiation, and close.

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Lead escalations and coordinate internal teams to resolve blockers, keeping customers and your SAE aligned.

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Build enterprise onboarding, migration, and engagement playbooks, share insights with Sales, Marketing, and Product, and mentor CSMs.

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Keep customer plans, stakeholders, health, and forecasts current in Salesforce and Gainsight. Surface account complexity, onboarding workload, and presales commitments for capacity planning.

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Use Gainsight, CS Orchestrator/Potts, and AI to scale preparation, monitoring, and follow-up, reviewing outputs and retaining accountability.

What you should bring

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7+ years in Customer Success, Enterprise Account Management, or strategic consulting, preferably in SaaS.

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Bachelor’s degree in Business, IT, or a related field.

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Success retaining enterprise customers, onboarding new accounts, and delivering measurable adoption and business outcomes.

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Experience partnering with enterprise sellers on presales, account planning, and expansion, ideally in a pod.

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Executive presence and clear communication to align buyers and implementation teams on scope and expectations.

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Strong business and data judgment, translating customer signals into ROI, risk mitigation, and growth opportunities.

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Ability to lead across functions and balance customer needs, onboardings, and presales work.

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Experience with scoped onboarding plans, custom assessment commitments, change management, executive reviews, and renewal forecasting.

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Proficiency in Gainsight or a similar CS platform and CRM tools to guide customer engagement.

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Daily AI fluency and workflow automation experience, with sound judgment and critical review of outputs.

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Helpful experience: Salesforce, Gainsight, CS Orchestrator/Potts, enterprise integrations, security, competitive migrations, or technical hiring and HR technology.

What success looks like

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Strong GRR and NRR across existing and new enterprise accounts.

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Timely presales input, documented scope, and joint onboarding plans before handover.

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Faster time-to-value through aligned stakeholders and onboarding tailored to customer needs.

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Executive sponsorship, sustained adoption, measurable ROI, strong NPS/CSAT, early risk mitigation, and accurate forecasts.

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Shared pod plans and clear ownership, with expansion opportunities handed to Sales for commercial execution.

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Repeatable playbooks and automation, with workload visibility supporting sustainable CS capacity.

Why join us

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Help build our enterprise motion while delivering outcomes for existing and new customers.

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Shape the Sales/CS partnership in a pod with one Enterprise SAE.

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Partner with senior customer leaders and teams across the company.

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Build playbooks and AI workflows in a culture of ownership and measurable impact.

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Develop toward Principal or CS leadership roles as the enterprise motion grows.

Benefits for You

We are a geographically distributed company. We entrust every team member – personally and professionally. If you enjoy working with a diverse group that truly values team collaboration, we are interested in hearing from you.

While these benefits are specific for full-time US-based employees, qualified candidates from other countries may be considered at the company. All of the benefits below may not apply depending on an employee's country of residence and employment type, though appropriate compensation and benefits will still be offered.

• Medical coverage from day one: the company pays 85-90% of employee premiums (90% on the HDHP plan), plus up to $9,000 in HRA funding on the HDHP plan
• Dental and vision: 100% covered for you, up to 80% for dependents
• Company-funded life, short-term and long-term disability coverage
• 401K with profit sharing. You get the company contribution even if you don't contribute yourself
• Unlimited PTO (we expect at least 3 weeks a year) plus 20 company holidays
• Parental leave: up to 16 weeks (primary) or 12 weeks (secondary) with full pay, benefits and equity vesting
• Remote-first, with a $300 monthly stipend for home office and work expenses
• Wellness perks: Headspace, One Medical and more through Cigna
• Stock options (4-year vesting), competitive salary and growth opportunities

And more…

The company is committed to hiring the best talent. To work at the company, employees must have the permanent and unrestricted right to work in their country of residence without needing present or future sponsorship from the company. If you meet this requirement, all applicants will be considered for employment regardless of race, color, national origin, religion, age, gender identity, sexual orientation, or veteran or disability status. Our goal is to be a diverse team that represents a variety of backgrounds and perspectives and a culture where everyone feels included.

Research has shown that women and people of color are less likely than others to apply for a role if they do not meet 100% of the qualifications. Please know that we would still love to hear from you even if you feel you only are a 75% match. We promote a diverse and inclusive culture at the company.