Sr. Customer Success Manager - Enterprise (Central/East)

About the role

This organization operates in the software as a service (SaaS) industry, providing tools that enable teams to manage work efficiently and scale solutions effectively. It addresses the challenge of automating manual tasks and enhancing collaboration by integrating AI agents with human teams, thereby enabling users to focus on higher-level judgment, creativity, and strategic thinking.

The Sr. Customer Success Manager - Enterprise role involves managing a portfolio of large enterprise accounts to improve customer satisfaction, increase application engagement, and drive retention and growth. The position serves as the primary contact for customers, helping them achieve success with the platform by understanding their goals, sharing best practices, and providing expert guidance.

Responsibilities

• Perform onboarding and ensure adoption for enterprise accounts throughout the customer lifecycle
• Maintain high customer satisfaction through comprehensive engagement and communication strategies
• Provide expert guidance to help customers maximize collaboration and impact
• Conduct periodic success reviews to confirm satisfaction, resolve issues, and expand platform use
• Implement and share best practices to maximize customer value
• Analyze usage patterns to inform guidance and increase adoption
• Manage and resolve critical customer situations
• Collaborate with Sales, Training, and Professional Services to identify expansion opportunities
• Deliver customer insights to Product Management, Marketing, and Sales for improvement and innovation
• Meet or exceed performance targets related to retention and growth
• Complete other tasks as assigned

Requirements

• Minimum of 3 years of Customer Success or Account Management experience
• Ability to explain technical concepts to non-technical stakeholders in large enterprises
• Proven skill in building trust and understanding customer and internal stakeholder needs
• Experience managing diverse customer accounts with a focus on outcomes
• Interest in web-based technologies and understanding of platform benefits and use cases
• Bachelor's degree or equivalent experience
• Willingness to travel as required

Pay

US Base Salary Pay Range $112,500—$142,500 USD. Eligibility for a market competitive incentive opportunity.

Benefits

• Employer subsidized medical, vision, and dental coverage for full-time employees
• 401(k) match (50% of contributions up to 6% of eligible pay)
• Monthly stipend to support work and productivity
• Flexible Time Away Program and Sick Time Off
• Life insurance, short-term, and long-term disability plans
• Twelve paid holidays per year
• Up to 24 weeks of parental leave
• Personal paid volunteer day
• Professional growth opportunities including access to online courses
• Company-funded perks such as counseling membership and retail discounts
• Teleworking options from registered U.S. locations