Enterprise Customer Success Manager

Accountabilities The Enterprise Customer Success Manager will own strategic customer relationships, ensuring enterprise clients maximize the value of the platform while driving adoption, retention, and growth. This role requires proactive engagement, cross-functional collaboration, and the ability to manage complex customer environments. Build and maintain strong relationships with enterprise customers as the primary post-sale contact, guiding successful onboarding, adoption, and long-term value realization. Develop customer success strategies aligned with business objectives, helping clients achieve measurable outcomes and maximize return on investment. Drive product adoption through enablement sessions, training, strategic business reviews, and ongoing engagement initiatives. Monitor customer health metrics, identify risks, and proactively implement retention strategies to support renewals and customer satisfaction. Advocate for customer needs internally by collaborating with Product, Support, and Sales teams to resolve challenges and influence product improvements. Identify expansion opportunities, including upsell and cross-sell initiatives, while building relationships across multiple levels of customer organizations. Maintain accurate customer insights, success plans, and account information to support strategic decision-making. Requirements The ideal candidate is an experienced customer success professional with a strong background in B2B SaaS environments, enterprise relationship management, and driving measurable customer outcomes. 5+ years of experience in B2B Customer Success, with a proven track record of improving adoption, retention, and account growth. Strong understanding of Customer Success methodologies, customer lifecycle management, and subscription-based renewal processes. Experience using customer success platforms such as HubSpot, ChurnZero, or similar tools to monitor customer engagement and health metrics. Excellent communication and relationship-building skills, with the ability to manage complex conversations with executive stakeholders and enterprise customers. Highly organized, detail-oriented, and capable of managing multiple strategic accounts simultaneously. Ability to understand technical products and communicate their value effectively to different audiences. Experience in cybersecurity or other technical industries is a plus. Strong problem-solving skills, customer-focused mindset, and ability to collaborate across teams. Benefits Fully remote position with the flexibility to work from anywhere. Opportunity to collaborate with a forward-thinking, global team where ideas and innovation are encouraged. Competitive salary package based on experience and qualifications. Comprehensive health benefits. 401(k) plan with employer matching. Unlimited paid time off to support work-life balance. Company-provided laptop with choice of Mac or PC. Professional development budget to support continuous learning and career growth. Opportunities for advancement within a growing organization.