Client Success Manager, Enterprise (Temp to Perm)

About the role

Own the success, retention, renewal, and growth of a portfolio of enterprise customers with complex organizational structures and executive stakeholders.
Build trusted relationships with executive sponsors and business leaders, serving as a strategic advisor throughout the customer lifecycle.
Led enterprise onboarding, adoption, and value realization strategies that accelerate measurable business outcomes.
Develop and execute strategic Success Plans aligned to customer objectives, adoption milestones, and long-term business goals.
Leverage AI-powered Customer Success platforms to monitor customer health, predict churn risk, recommend next-best actions, and uncover expansion opportunities.
Lead executive Quarterly Business Reviews (QBRs) that connect product adoption to measurable business impact and ROI.
Partner with Sales to build account strategies that support renewals, expansion, and long-term customer growth.
Lead renewal planning and executive renewal conversations that reinforce customer value and business outcomes.
Advocate for customers by partnering with Product, Engineering, Professional Services, and Support to resolve challenges and influence product direction.
Translate customer feedback into actionable insights that improve our product, positioning, and go-to-market strategy.
Design AI-assisted customer engagement workflows that improve efficiency while preserving meaningful human relationships.
Analyze customer data, industry trends, and organizational change to proactively guide enterprise customers through workplace transformation.
Orchestrate AI agents for research, meeting preparation, executive communications, account planning, customer health analysis, and strategic recommendations while validating outputs with sound business judgment.
Continuously identify opportunities to improve customer success processes through automation, data-driven insights, and scalable best practices.

Responsibilities

• Own the success, retention, renewal, and growth of a portfolio of enterprise customers with complex organizational structures and executive stakeholders.
• Build trusted relationships with executive sponsors and business leaders, serving as a strategic advisor throughout the customer lifecycle.
• Lead enterprise onboarding, adoption, and value realization strategies that accelerate measurable business outcomes.
• Develop and execute strategic Success Plans aligned to customer objectives, adoption milestones, and long-term business goals.
• Leverage AI-powered Customer Success platforms to monitor customer health, predict churn risk, recommend next-best actions, and uncover expansion opportunities.
• Lead executive Quarterly Business Reviews (QBRs) that connect product adoption to measurable business impact and ROI.
• Partner with Sales to build account strategies that support renewals, expansion, and long-term customer growth.
• Lead renewal planning and executive renewal conversations that reinforce customer value and business outcomes.
• Advocate for customers by partnering with Product, Engineering, Professional Services, and Support to resolve challenges and influence product direction.
• Translate customer feedback into actionable insights that improve our product, positioning, and go-to-market strategy.
• Design AI-assisted customer engagement workflows that improve efficiency while preserving meaningful human relationships.
• Analyze customer data, industry trends, and organizational change to proactively guide enterprise customers through workplace transformation.
• Orchestrate AI agents for research, meeting preparation, executive communications, account planning, customer health analysis, and strategic recommendations while validating outputs with sound business judgment.
• Continuously identify opportunities to improve customer success processes through automation, data-driven insights, and scalable best practices.

Requirements

• 6+ years of Client Success, Strategic Account Management, or Enterprise Account Management experience in a SaaS environment.
• Demonstrated success managing complex enterprise customers with executive stakeholders across long customer lifecycles.
• Strong executive presence with the ability to influence C-level decision makers.
• Experience driving adoption, retention, renewals, expansion, and measurable customer outcomes within recurring revenue businesses.
• Expertise building executive business reviews, strategic account plans, customer success frameworks, and long-term account roadmaps.
• Experience using Customer Success platforms and CRM technologies such as Gainsight, Salesforce, or similar solutions.
• AI fluency with hands-on experience using AI-enabled platforms for forecasting, customer health analysis, workflow automation, research, strategic planning, and executive productivity.
• Ability to orchestrate multiple AI tools responsibly while validating recommendations through customer context and business judgment.
• Strong analytical thinking with the ability to translate complex customer data into executive-level recommendations.
• Exceptional organization, prioritization, and program management skills across large enterprise engagements.
• Outstanding executive communication, relationship management, and cross-functional collaboration skills.
• Curiosity, adaptability, and a continuous learning mindset with a passion for emerging AI capabilities.

Qualifications

• Education: Bachelor's degree in Business Administration, Computer Science, or related field.
• Experience: 6+ years of relevant experience in a SaaS environment.
• Technical Skills: Proficiency in CRM systems, AI platforms, and customer success tools.
• Soft Skills: Strong interpersonal and communication skills, ability to build executive relationships, and a collaborative approach.

Skills

• Customer Success Management
• Enterprise Account Management
• Strategic Planning
• AI and Machine Learning
• CRM Systems
• Customer Data Analysis
• Executive Communication
• Collaboration and Teamwork

Benefits

• Comprehensive benefits package including health insurance, retirement plans, and paid time off.
• Flexible work arrangements to accommodate personal and professional needs.
• Professional development opportunities and training programs.
• Work-life balance initiatives and wellness programs.
• Global presence with offices in the US, Canada, and Costa Rica.

Pay

Competitive salary commensurate with experience and qualifications.

Schedule

Full-time position with standard business hours.