Manager, Customer Success (Enterprise)

About the Role

Lead our Enterprise Customer Success efforts to ensure our highest-value clients achieve maximum success and retention with our platform. This is an exciting opportunity to drive strategic partnerships and shape the long-term value realization for our largest customers.

Responsibilities

• Manage a portfolio of high-value Enterprise accounts, acting as the primary strategic point of contact post-sale.
• Develop and execute tailored success plans to drive product adoption, utilization, and measurable business outcomes for customers.
• Proactively identify and mitigate churn risks while actively seeking expansion and upsell opportunities within the existing customer base.
• Collaborate cross-functionally with Sales, Product, and Support teams to advocate for enterprise customer needs and resolve complex issues.
• Mentor and coach junior Customer Success Managers, fostering a high-performance, customer-centric team culture.

Requirements

• 5+ years of experience in Customer Success, Account Management, or Consulting, specifically managing large, complex Enterprise accounts ($100k+ ARR).
• Proven track record of achieving high retention rates (95%+) and driving significant account growth.
• Exceptional communication, negotiation, and executive presentation skills.
• Deep understanding of SaaS business models and customer lifecycle management processes.
• Ability to work effectively in a remote environment across US and Canadian time zones.

Nice-to-Haves

• Experience working with security or identity management software.
• Familiarity with CRM and Customer Success platforms (e.g., Salesforce, Gainsight).
• Experience leading or managing a small team.