Customer Success Manager, Enterprise

About the Role

Join our team as an Enterprise Customer Success Manager, where you will manage a portfolio of complex mid-market Credit Union accounts, driving executive onboarding, ongoing adoption, and value realization to ensure long-term customer success.

Responsibilities

• Own a portfolio of 12–15 mid-market accounts, including several large customers in active onboarding.
• Build and maintain strong relationships with executive sponsors and key day-to-day contacts across your accounts.
• Lead the executive onboarding portion of implementations, ensuring stakeholders are aligned on goals and success measures.
• Support adoption of core product capabilities and identify areas for future expansion.
• Partner with internal teams (product, support, implementation) to solve customer challenges and influence roadmap priorities.
• Lead high-impact QBRs/EBRs (onsite & virtual) with executive stakeholders, supported by data-driven insights into customer performance and opportunities.
• Progress qualified expansion opportunities and generate net-new opportunities through referrals.
• Act as a trusted advisor, delivering measurable business value and consistently driving deeper adoption across your portfolio.
• Use customer data to surface actionable insights that drive adoption and executive alignment.

Requirements

• 5+ years of experience as a Customer Success Manager or other customer-facing role in a fast-paced environment.
• Proven success managing a portfolio of mid-market B2B accounts (about 10 to 20 accounts).
• Executive presence and ability to guide senior stakeholders through onboarding and strategic reviews.
• Resilience and adaptability when working with fragmented or less mature customer organizations.
• Bias to action and ownership mindset, able to move initiatives forward in ambiguous environments while respecting process.
• Commercial acumen with experience identifying and driving expansion opportunities.
• Data fluency, with the ability to interpret customer and operational data, identify trends, and deliver insights that shape strategy and outcomes.
• Strong collaboration skills with a track record of working cross-functionally, especially with product, to deliver customer outcomes.
• Technical fluency and ability to translate product capabilities into business value.
• Willingness to travel up to 15% for QBRs, onboarding workshops, and executive meetings.

Nice-to-Haves

• Experience in SaaS and/or Fintech or consulting.
• Background in financial services or other regulated industries strongly preferred; open to adjacent industries with experience managing complex, evolving organizations.

About the Team

The Customer Success team is a distributed group of 10+ professionals, supporting CSMs across the US. We work closely with executives at Credit Unions of all sizes, guiding them through onboarding, adoption, and long-term growth. Our culture is high-trust and high-accountability, valuing progress over perfection. We empower CSMs to take ownership of their portfolio while collaborating closely with product, implementation, and support. This is a chance to join at a pivotal moment of company growth and help shape how we deliver value to customers.