Manager, Enterprise Customer Success

The Role

We are seeking a high-energy, technically grounded Manager of Enterprise Customer Success to lead, coach, and scale our Enterprise CSM team. In this role, you will serve as the core tactical and strategic anchor for your team, stepping in to provide decisive guidance when they face complex customer environments.

We want a leader who exhibits extreme ownership and a humble, curious mindset. You know how to dissect your own work, define and tweak operational processes, and hold your team accountable to high-performance standards. You will directly impact our bottom line by driving retention, reducing churn, and actively pushing expansion and upsell motions across our enterprise accounts.

What You'll Do (Responsibilities)

• Drive Team Production: Take absolute ownership of an Enterprise CSM team, managing daily, weekly, and quarterly production targets to consistently hit and exceed retention and growth metrics.
• Own the Expansion Motion: Strategically guide and track the team's expansion initiatives, coaching CSMs on how to identify, navigate, and secure upsell opportunities within the enterprise segment.
• Elevate Executive Business Reviews (EBRs): Ensure the team is seamlessly executing high-impact EBRs that align with customer objectives and clearly demonstrate a return on investment (ROI) to executive stakeholders.
• Mitigate Churn & Handle Escalations: Act as the senior management escalation point for critical account issues. Dive into complex, technical customer problems and assist the team with contract negotiations to secure optimal retention terms.
• Process & Accountability: Continuous review of team performance metrics and dashboards. Tweak, add, or remove operational processes to back up desired team behaviors and eliminate performance roadblocks.
• Team Development: Build a highly empowered team culture. Actively manage team performance, create targeted success plans for underperforming assets, and deliver heavily weighted recommendations on hiring, promotions, and discipline.

What You'll Need (Qualifications)

Required:

• Enterprise Leadership: 2 to 5 years of experience in an Enterprise leadership, team lead, or management role within a business-to-business environment.
• B2B SaaS Expertise: A solid, proven professional background operating within a B2B SaaS subscription model is strictly required.
• Technical Product Depth: A highly technical SaaS background. You must possess the capacity to rapidly learn multi-product ecosystems and guide a technical CS team through complex software environments.
• Growth & Retention Metrics: Proven experience tracking and driving metric outcomes across Gross/Net Dollar Retention, Logo Retention, and Expansion/Upsell goals.
• Core Behavioral Traits: Exceptional verbal and written communication skills, an intensely curious and ap