Senior Manager, Enterprise Customer Success

Accountabilities

• Lead, coach, and develop a high-performing team of Enterprise Customer Success Managers supporting strategic enterprise accounts.
• Identify and standardize best practices across customer success teams to improve consistency, efficiency, and customer outcomes.
• Build and implement scalable customer success processes, workflows, and operating frameworks.
• Establish and manage a structured Quarterly Business Review (QBR) cadence focused on demonstrating ROI, uncovering opportunities, and strengthening partnerships.
• Develop customer health scoring models and leading indicators to proactively identify risks and prevent churn.
• Drive account mapping strategies to strengthen stakeholder relationships and improve executive alignment.
• Partner closely with Sales teams on renewals, expansion opportunities, cross-sell initiatives, and commercial growth strategies.
• Collaborate with Product and UX teams by translating enterprise customer feedback into actionable product improvements.
• Create executive-level reporting, presentations, and recommendations that support strategic decision-making.

Requirements

• Extensive experience in enterprise customer success, SaaS account management, or strategic consulting, with proven success leading teams and building operational excellence.
• 3+ years of direct people management experience leading enterprise customer success teams.
• Demonstrated success designing, implementing, and scaling customer success processes, playbooks, and operational frameworks.
• Experience managing and growing large enterprise customer portfolios, including multi-million-dollar revenue books of business.
• Strong understanding of customer health metrics, retention strategies, renewal management, and expansion opportunities.
• Proven ability to build executive relationships and navigate complex, multi-stakeholder environments.
• Exceptional communication, presentation, and storytelling skills with the ability to influence internal and external stakeholders.
• Strong project management skills with excellent organization, attention to detail, and execution capabilities.
• Able to operate effectively in fast-paced, evolving environments while creating structure from ambiguity.
• Strong commercial mindset with experience supporting revenue growth initiatives.
• Experience with customer success platforms such as Gainsight, Totango, ChurnZero, or similar tools preferred.
• Familiarity with Salesforce, JIRA/Atlassian, and productivity tools such as Google Workspace or Microsoft 352 preferred.
• Experience in retail technology, e-commerce, or cannabis commerce environments is a plus.

Benefits

• Competitive annual salary range of approximately $111,000 - $150,000 depending on experience and qualifications.
• Equity opportunities through stock option programs.
• Comprehensive medical, dental, and vision benefits.
• Technology allowance for hardware, software, and professional resources.
• Flexible vacation and sick leave policies.
• Opportunity to work remotely in a flexible and collaborative environment.
• Career growth opportunities within a rapidly evolving technology organization.
• Chance to lead impactful customer success initiatives with enterprise partners.