Enterprise Customer Success Manager
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Job Description
Enterprise Customer Success Manager at Criteria, managing enterprise accounts and driving measurable business outcomes. Serving as a trusted advisor to C-suite executives and ensuring long-term partnerships.
Responsibilities:
- Own the end-to-end customer relationship for a portfolio of 50-70 enterprise accounts
- Develop and execute account success plans aligned with each customer's business objectives and hiring outcomes
- Build and maintain relationships across customer organizations, from day-to-day users to HR and TA leadership
- Serve as the primary point of accountability for customer health, adoption, retention, and expansion
- Partner with customers to define success criteria and measurable outcomes tied to their use of Criteria's platform
- Conduct regular business reviews that articulate realized value, product utilization, and forward-looking priorities
- Translate usage data and product capabilities into clear business impact narratives
- Identify adoption gaps and coordinate resources to close them
- Own gross revenue retention (GRR) and influence net revenue retention (NRR) for your portfolio
- Partner with Client Account Executives to identify and surface expansion opportunities
- Lead renewal strategy and execution, engaging early to flag risk and support on-time renewals
- Support business cases for additional product investment when expansion opportunities are identified
- Route support, implementation, and product inquiries to the right internal resource; keep the customer informed throughout
- Act as the voice of the customer internally, surfacing patterns that inform product and go-to-market decisions
- Collaborate with Account Management on account strategy for shared accounts
- Proactively identify adoption barriers, sentiment shifts, and churn risk through data and relationship signals
- Develop and execute risk mitigation plans with clear timelines and ownership
- Maintain accurate renewal forecasting and account health documentation in ChurnZero and Salesforce
Requirements:
- 3+ years in Enterprise Customer Success, Account Management, Management Consulting, or Sales at a B2B SaaS or technology company
- Proven track record of 95%+ gross retention and net expansion in enterprise segments
- Experience navigating complex, matrixed organizations with extended sales and renewal cycles
- Financial fluency. Comfortable with P&L discussions, TCO, ROI, and building executive-level business cases
- Demonstrated ability to build trusted advisor relationships with C-suite and VP-level executives
- Exceptional communication and presentation skills with executive audiences
- Strong analytical capabilities. Able to synthesize usage data, health scores, and business metrics into actionable insights
- Experience developing and executing multi-year strategic account plans tied to measurable outcomes
- Proficiency with CS platforms (ChurnZero), CRM (Salesforce), and BI tools
- Familiarity with enterprise procurement, legal, and security review processes
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