Lead Customer Success Manager - West

Role Overview

As a Lead Customer Success Manager, you will own the post-sales strategic relationship, retention, and value realization across our highest-stakes enterprise accounts. You are a self-starter and bar-raiser who operates with high autonomy, driving customer outcomes while working in tight partnership with Sales to uncover and capitalize on strategic growth opportunities.

Key Responsibilities

• Drive Strategic Account Value & Retention: Accountable for net retention, customer health, and long-term strategic alignment across a portfolio of complex enterprise accounts.
• Partner with Sales for Account Growth: Work side-by-side with Account Executives/Strategic Account Managers to identify expansion vectors, co-develop account plans, and position new capabilities that directly support the customer's technical roadmap.
• Integrate with Technical Counterparts: Partner closely with Forward-Deployed Engineers (FDEs) and technical leads to ensure technical delivery aligns directly with the client's business outcomes, removing friction and accelerating time-to-value.
• Operate as an Independent Bar-Raiser: Proactively build scalable Customer Success playbooks, elevate executive engagement standards, and operate with extreme ownership without needing step-by-step guidance.
• Cultivate C-Suite & Technical Sponsorship: Build multi-threaded relationships across business and technology functions (CIO, CISO, CTO, VPs of Engineering, Product Leads) to ensure continuous alignment with top corporate initiatives.
• Drive Business Outcomes & QBRs: Shift client conversations from product usage to business impact, leading executive business reviews (EBRs/QBRs) that demonstrate clear ROI and anchor the account for long-term growth.

Qualifications & Requirements

• Post-Sales Strategic Track Record: 10+ years in Enterprise Customer Success, Account Management, or Technical Account Management handling high-ARR, complex enterprise platforms.
• Commercial Acumen & Growth Mindset: Proven history of partnering with Sales to identify, nurture, and help close upsells, expansions, and renewals in complex, multi-stakeholder environments.
• Technical & FDE Alignment: Deep experience collaborating with Forward-Deployed Engineers, Solutions Architects, and product delivery teams to translate technical achievements into commercial value.
• High Autonomy & Leadership: Self-motivated bar-raiser with a bias for action who excels in ambiguous, fast-paced environments and takes full accountability for account outcomes.
• Executive Presence: Outstanding communication and presentation skills, with a track record of challenging and advising C-level executives on technology strategy and operational efficiency.

Nice-to-Haves / Pluses

• High Tech Industry Expertise: Domain knowledge in High Tech (e.g., cloud native, hardware/software OEMs, or AI/ML platforms) and an understanding of how engineering-led enterprises operate and scale.