Enterprise Customer Success Manager
Core
Enterprise Customer Success Manager supporting net-new motion and protecting existing revenue for large enterprise clients (10,000+ employees) in the SaaS coding platform space.
Role type
Senior Enterprise Customer Success Manager
Builds
Implementation readiness, onboarding, adoption, value realization, and expansion identification for enterprise accounts.
Domain
SaaS / Developer Tools / Enterprise Software
Required skills
Enterprise account management, onboarding and change management, executive stakeholder alignment, renewal strategy and forecasting, expansion identification, cross-functional leadership, data-driven business judgment, Gainsight/CRM proficiency, AI fluency and workflow automation.
Preferred skills
Strategic consulting background, pod-based sales collaboration, building playbooks and mentoring CSMs.
Technologies
Salesforce, Gainsight, CS Orchestrator/Potts, AI tools
Responsibilities
Manage existing and new enterprise accounts with SAE through shared account plans; Join qualified deals to validate outcomes and readiness; Create joint Sales/CS onboarding plans; Lead onboarding, change management, and adoption; Build relationships across Talent Acquisition, Engineering, leadership, IT, and Security; Lead success plans, QBRs, and executive reviews; Own renewal strategy and forecasting; Identify expansion opportunities; Lead escalations and coordinate internal teams; Build enterprise onboarding and engagement playbooks; Maintain customer plans and forecasts in Salesforce and Gainsight; Use Gainsight, CS Orchestrator/Potts, and AI to scale preparation and monitoring.
Seniority
Senior, hands-on IC
