Customer Success Manager II - Enterprise (Central/East)

About the Opportunity

For over 20 years, the company has empowered teams to manage work seamlessly and scale solutions smarter. Now, in its most ambitious chapter yet, the organization is uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks, and uncovering insights at scale, the company creates the space for people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it’s what the team shows up for every day.

Key Responsibilities

• Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifecycle
• Partner with a cross-functional account team to develop a territory plan that maximizes customer satisfaction, retention, and expansion
• Develop and execute a data-driven enablement strategy that increases customer adoption, showcases product value, and strengthens customer relationships
• Be the platform expert providing guidance to allow customers to create impact and increase collaboration across their organization and with external parties
• Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand platform use throughout the account
• Use usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction
• Be the primary interface to manage and resolve critical situations
• Work with the Sales, Training and Professional Services teams to identify new opportunities to expand customer use of the platform
• Provide expert customer insight to Product Management, Marketing and Sales on innovation and continuous improvement opportunities
• Exceed all performance targets, including maintaining high retention and growth rates

Required Qualifications

• 3+ years of Customer Success or Account Management experience (or equivalent)
• The ability to explain technical subjects to non-technical personnel in large enterprises
• Experience maintaining valuable and outcome-based relationships with a diverse customer account base
• Passion for working with leading edge, web-based technologies and a desire to understand the platform's benefits, use cases, and technical elements
• Bachelor's degree in relevant field, or equivalent experience
• Willingness to travel based on customer and business need
• Authorization to work in the U.S. for any employer on an ongoing basis