Enterprise Customer Success Manager
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Job Description
Enterprise Customer Success Manager driving renewals and upsells in complex B2B SaaS environments. Strategic, revenue-driving role responsible for retention, expansion, and executive alignment across enterprise accounts.
Responsibilities:
- Own full-cycle enterprise renewals from risk identification through contract execution.
- Maintain accurate renewal forecasting and visibility into the expansion pipeline.
- Drive upsell and cross-sell opportunities, visibility into the expansion pipeline, including additional seats, modules, SKUs, and new buying centers.
- Partner closely with Sales to execute commercial strategy and maximize Net Revenue Retention (NRR).
- Drive measurable platform adoption across global marketing and communications teams.
- Establish success plans aligned to customer business objectives and executive KPIs.
- Lead structured onboarding programs for enterprise security, marketing and communications buyers.
- Build multi-threaded relationships with Directors, VPs, and C-suite leaders across marketing and communications.
Requirements:
- 5+ years in Enterprise Customer Success, Strategic Account Management, or similar revenue-owning role in B2B SaaS.
- Demonstrated experience owning renewals and upsells as core responsibilities.
- Experience selling into and managing customers across Marketing and Communications buyers (Brand, Social, Corporate Comms, PR, Reputation, Media teams).
- Proven track record driving Net Revenue Retention (NRR) and expansion growth.
- Experience managing complex enterprise accounts ($100k+ ARR preferred).
- Strong executive presence and commercial negotiation skills.
Benefits:
- 100% employer-paid employee health premiums (50% for dependents)
- 401(k)
- FSA
- Unlimited PTO
- Two personal-choice holidays
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