Enterprise Customer Success Manager

About the role

We are seeking an Enterprise Customer Success Manager (CSM) to manage and grow relationships with high-value customers, driving measurable outcomes and long-term success. In this role, you will lead onboarding, accelerate adoption, and develop success strategies aligned to customer business objectives. As an Enterprise CSM, you will operate as a strategic partner to both operational and mid-to-senior level stakeholders, guiding customers toward best practices and value realization. You will collaborate cross-functionally to ensure a seamless customer experience while identifying opportunities for retention and growth.

Responsibilities

• Customer Strategy & Value Delivery
  • Develop and execute customer success plans aligned to business goals, use cases, and desired outcomes.
  • Lead onboarding and adoption initiatives to accelerate time-to-value and deepen product utilization.
  • Build a strong understanding of customer workflows, priorities, and KPIs to guide effective solution usage.
• Relationship Management
  • Build and maintain relationships with key stakeholders across business and technical teams.
  • Lead regular business reviews (QBRs) and customer touchpoints to track progress, align on goals, and demonstrate value.
  • Act as a trusted advisor by proactively identifying challenges and recommending solutions.
• Retention, Expansion & Renewals
  • Partner with Sales and Account teams to identify expansion opportunities and support account growth.
  • Monitor account health, identify risks early, and execute mitigation strategies to support retention.
  • Contribute to renewal planning by reinforcing value realization and aligning on future goals.
• Cross-Functional Collaboration
  • Work closely with Product, Support, and Services teams to resolve issues and improve the customer experience.
  • Provide structured customer feedback to inform product improvements and roadmap discussions.
  • Contribute to improving internal processes and playbooks that scale Customer Success efforts.
• Data & Insights
  • Analyze usage data, adoption trends, and KPIs to identify risks and opportunities.
  • Deliver actionable insights and recommendations to customers based on data.
  • Support customers in measuring ROI and business impact from solutions.

Qualifications

• Bachelor’s degree or equivalent experience required
• 5–7+ years of Customer Success, Account Management, or related experience
• Experience managing mid-to-large enterprise or complex accounts
• Strong communication and presentation skills, with experience engaging multiple stakeholder levels
• Ability to translate customer goals into actionable success plans
• Proficiency with tools such as Salesforce, Gainsight, or similar platforms
• Demonstrated ability to drive adoption, retention, and customer satisfaction
• Self-starter who can manage multiple accounts and priorities with moderate autonomy
• Background in Media & Entertainment or familiarity with content creation workflows is a plus