Customer Success Manager

What You’ll Do

• Build and maintain trusted advisor relationships with executive sponsors, IT leaders, and end users across your book of business.
• Develop a deep understanding of each customer’s business objectives, SAP landscape, and Salesforce environment to deliver tailored guidance.
• Serve as the voice of the customer internally — surfacing insights to Product, Sales, and Engineering to drive roadmap and process improvements.
• Build and execute individualized Customer Success Plans tied to each account’s business outcomes, adoption milestones, and expansion potential.
• Lead regular Executive Business Reviews (QBRs) that demonstrate ROI, align on strategic goals, and surface new opportunities.
• Track and report on key health metrics including product adoption, support ticket trends, and engagement scores.
• Own renewal forecasting and execution for your portfolio, targeting 110%+ Net Revenue Retention.
• Proactively identify at-risk accounts through health scoring and early warning signals; develop and execute mitigation plans before issues escalate.
• Partner with Account Executives to identify and qualify expansion opportunities (additional modules, users, or use cases).
• Quantify and communicate the business impact of enosix for each customer using data, benchmarks, and customer-specific success metrics.
• Prepare and present compelling business cases to customer stakeholders and internal teams that reinforce value and drive growth conversations.
• Translate complex integration and data concepts into clear, accessible language for both technical and non-technical audiences.
• Partner with the Implementation team during go-live to ensure a smooth handoff and set customers up for rapid time-to-value.
• Drive feature adoption by educating customers on new capabilities relevant to their specific Order-to-Cash or Quote-to-Cash workflows.
• Create and maintain account-specific playbooks and documentation to support scalable success delivery.

What Success Looks Like

• In your first 90 days, meet every customer in your portfolio, complete a health assessment on each account, and deliver your first QBR.

Requirements

• 3+ years in a customer-facing Customer Success, Account Management, or Strategic Consulting role, ideally within B2B SaaS.
• Proven track record managing complex enterprise accounts with multiple stakeholders and long contract cycles.
• Understanding of SAP — you don’t need to be a functional consultant, but understand what SAP does.
• Familiarity with Salesforce (Sales Cloud or Service Cloud) from a user or admin perspective.
• Experience in manufacturing, distribution, or high-tech industries with exposure to Order-to-Cash or Quote-to-Cash processes.
• Strong analytical skills with the ability to build and present data-driven business cases.
• Excellent communication and executive presence — comfortable presenting to C-suite stakeholders.
• Experience using Customer Success platforms (Gainsight, ChurnZero, Totango, or similar).

Nice to Have

• Experience with SAP or Salesforce ISV or SI partner.
• Formal project management training or certification (PMP, CSM, etc.).
• Exposure to integration middleware, iPaaS, or API-based architectures.
• Experience building or managing Success Plans in a structured CS methodology (e.g., CSQL, Gainsight Lifecycle).