Enterprise Customer Success Manager
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Job Description
Enterprise Customer Success Manager at Rewind supporting and building customer success strategies for cloud data protection. Collaborating with enterprise customers to enhance their experience and retention.
Responsibilities:
- Manage relationships with a portfolio of enterprise and upper-mid market customers, serving as their primary strategic partner at Rewind
- Guide customers through pre and post sale testing, implementation, adoption, and ongoing success planning to ensure they achieve value from Rewind’s platform
- Conduct regular business reviews, success planning sessions, and executive check-ins with key stakeholders.
- Develop and own strategies to improve customer health, long-term retention and customer satisfaction
- Partner with Account Managers to identify cross-sell opportunities across Rewind’s other supported integrations (ex. expanding from Jira to GitHub coverage)
- Act as the voice of the customer internally, sharing insights that help shape product priorities and improvements.
- Partner closely with Sales during handoffs and expansion opportunities to ensure a seamless customer experience.
- Collaborate with Product and Engineering teams to surface feedback and influence roadmap discussions.
- Work with Marketing and Support teams to develop resources that help customers adopt and succeed with Rewind.
- Design and implement the foundational customer success playbook, including onboarding frameworks, engagement models, and lifecycle strategies
- Define what great customer success looks like at Rewind by establishing processes, success metrics, and best practices
- Build repeatable approaches for enterprise onboarding, value realization, and account health monitoring
- Identify tools, systems, and workflows needed to support a scalable CS organization
Requirements:
- 4+ years of experience in Customer Success, Implementation, Account Management, or a related role within a B2B SaaS environment
- A builder’s mindset with the ability to create structure, processes, and playbooks from the ground up with minimal oversight
- Strong agentic fluency
- Experience managing a renewable book of business in a SaaS company
- Proven ability to manage enterprise accounts with multiple stakeholders
- Excellent relationship-building skills, with the ability to engage both operational and executive audiences
- A data-informed approach to managing customer health, retention, and growth
- Ability to collaborate cross-functionally with Sales, Product, Engineering, and Marketing teams
- A proactive, ownership-driven mindset with strong accountability and follow-through
Benefits:
- Flexible work hours
- Employee stock options
- Health benefits
- 3 weeks vacation
- 7 life leave days
- 2 Level Up days for professional development
- 1 volunteer day
- Summer Fridays and office closed during the holiday break in December
- Paid parental leave
- $2000/year wellness/home office allowance
- $5000/year professional development allowance
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