Enterprise Customer Success Manager

About the role

This is a net new role created to support the growing capacity demands of Lansweeper's Enterprise Customer Success team. As Lansweeper scales its enterprise footprint, this Enterprise Customer Success Manager will take ownership of a portfolio of our largest, most complex accounts — allowing the broader team to operate at full capacity and continue delivering exceptional outcomes. The Enterprise Customer Success Manager is the connective tissue between Lansweeper's platform capabilities and the business outcomes our enterprise customers are committed to achieving. You will serve as a trusted advisor, a strategic partner, and an accountable owner across the full customer lifecycle — from onboarding through adoption, renewal, and growth. In the near term, your focus will be on absorbing enterprise accounts, building outcome-based success plans, and establishing trusted relationships at every level of the customer organization — from operational stakeholders to the C-suite.

Managing a portfolio of Lansweeper's most complex enterprise customers means there is no room for reactive customer success. The accounts you own are large, multi-stakeholder, and high-stakes. The primary challenges you will navigate in this role include: earning trust at scale — rapidly building credibility with Director- to C-suite-level stakeholders across diverse enterprise organizations, each with their own KPIs, priorities, and political dynamics; translating complexity into clarity — taking technically rich asset intelligence data and making it land as a compelling, quantified business narrative for executive audiences; staying ahead of risk — using predictive health signals, usage data, and sentiment to identify and act on risk before it surfaces as an escalation, across a high-volume enterprise book of business.

Responsibilities

• Serve as the consultative advisor and primary point of contact for Lansweeper's largest and most complex enterprise customers, owning the relationship from onboarding through renewal and expansion.
• Lead executive engagements — including EBRs and QBRs — at the Director to C-suite level, translating customer KPIs into measurable, quantified business value.
• Partner with Account Managers to manage the full enterprise customer lifecycle, identifying and qualifying expansion opportunities and driving CS Qualified Leads (CSQLs) in collaboration with Sales.
• Build and maintain outcome-based success plans anchored to quantified customer goals — including risk reduction, cost savings, and operational efficiency improvements.
• Monitor predictive health, sentiment, and usage signals to proactively identify risk and drive early intervention before issues escalate.
• Own escalations end to end, coordinating cross-functionally with Product, Support, and Engineering to drive timely and effective resolution.
• Identify and qualify expansion opportunities within your portfolio, partnering with the Sales team to convert CS insights into pipeline.

Requirements

• 6+ years of experience in Customer Success, Advisory, Consulting, or Value Engineering serving enterprise customers, with a demonstrated track record of driving measurable outcomes.
• Proven ability to quantify ROI and lead executive-level, data-driven conversations with Director- to C-suite-level stakeholders.
• Strong background in SaaS and IT operations, with the analytical depth to turn complex data into compelling business narratives.
• Proficiency in Gainsight, CRM platforms, or equivalent customer success tools for managing health scoring, lifecycle tracking, and account planning.
• Excellent executive presentation, storytelling, and analytical skills — you communicate with precision and confidence at every level of an organization.

Qualifications

• Familiarity with IT infrastructure, networks, cloud, and cybersecurity concepts — comfort operating in technically complex environments.
• Experience with Jira, Confluence, or similar collaboration and project management tools.
• Background in guiding large enterprise organizations through