About the Role:

We are looking for an experienced Enterprise Customer Success Manager to own and grow relationships with strategic enterprise customers. In this role, you will partner with executive stakeholders to drive product adoption, maximize business value, ensure successful renewals, and identify expansion opportunities. You will work cross-functionally with Product, Engineering, Sales, and Solutions teams to deliver exceptional customer outcomes.

What You'll Do:

- Manage a portfolio of strategic enterprise accounts and serve as the trusted advisor for executive stakeholders.

- Build and maintain strong relationships with CXO-level business and technology leaders.

- Drive customer onboarding, product adoption, customer health, retention, renewals, and expansion opportunities.

- Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) to communicate business outcomes, product adoption, and future roadmaps.

- Define customer success metrics, business cases, ROI models, and value realization plans to demonstrate measurable business impact.

- Partner with Product, Engineering, Sales, Solutions Engineering, and Support teams to resolve customer challenges and deliver successful outcomes.

- Identify customer risks proactively and execute mitigation plans to improve retention and satisfaction.

- Advocate for customer needs by sharing product feedback and influencing product enhancements.

- Develop long-term account success strategies that align with customer business objectives.

- Negotiate commercial discussions related to renewals, contract expansions, and customer growth.

What You'll Bring:

- 6-9 years of experience in Enterprise Customer Success, Strategic Consulting, Technical Account Management, or a similar customer-facing role within a B2B SaaS organization.

- Proven experience managing large enterprise customers and complex stakeholder environments.

- Strong experience working with CXO-level executives across business and technology functions.

- Demonstrated success in driving customer adoption, retention, renewals, and account expansion.

- Experience conducting Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs).

- Strong understanding of Value Engineering, ROI modeling, business case development, and value realization frameworks.

- Excellent commercial acumen with strong negotiation and stakeholder management skills.

- Outstanding communication, presentation, and consultative problem-solving abilities.

Nice to have:

- Cloud Platforms (AWS, Azure, or Google Cloud)

- APIs and Enterprise Integrations

- Enterprise Architecture

- SaaS Platforms

- CRM Tools (Salesforce, HubSpot, etc.)

- Customer Success Platforms (Gainsight, Totango, ChurnZero, or similar)

- Security and Compliance concepts (SOC 2, ISO 27001, GDPR)