Senior Customer Success Manager, Enterprise
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Job Description
Senior Customer Success Manager at Reforge guiding enterprise customers like Microsoft and Google toward their desired outcomes. Develop engagement strategies, monitor customer health, and enhance product adoption.
Responsibilities:
- Become a product expert: You'll develop a deep understanding of our product and its capabilities to guide customers toward their desired outcomes.
- Develop and implement engagement strategies: You’ll create and execute proactive communication plans, host onboarding and activation, and develop resources to drive product adoption and demonstrate value.
- Be the voice of the customer: You will act as a critical feedback loop between our customers and our product, engineering, and marketing teams, directly influencing our product roadmap.
- Monitor customer health: You’ll track key metrics (like product usage, satisfaction, and overall sentiment) to identify risks and opportunities, taking proactive steps to ensure customer retention.
- Build scalable processes: You will have the unique opportunity to build the systems, playbooks, and best practices that will serve as the foundation for the team.
- Champion customer stories: You'll identify and cultivate customer advocates to generate case studies, testimonials, and referrals.
- Own strategic relationships - Lead high-touch engagement with key accounts, serving as a trusted advisor to senior leaders.
Requirements:
- 5+ years in a customer-facing role, ideally in a fast-paced startup environment
- Experience managing Enterprise accounts in a CSM or consultative role
- Proven ability to build trust with senior leaders and understand their goals and challenges
- Strong prioritization and organizational skills - you know how to manage time across many accounts
- An excellent communicator: You can articulate complex ideas clearly and concisely, both verbally and in writing.
- Data-driven approach; familiarity with CRM tools is a strong plus
- A self-starter who thrives on autonomy and takes initiative
- Comfortable collaborating cross-functionally and influencing without authority
- Motivated by growth - yours, your team’s, and your customers’
- Track record of driving KPIs like gross/net dollar retention and customer expansion
Benefits:
- Remote-first & Flexible - Everyone does their best work in different environments. We operate as a distributed-first team and offer financial support that enables you to create the schedule and environment that fits to you. We also ask that every employee block off 2-3 hours of daily “deep work,” ensuring that you always have uninterrupted time and can keep a schedule that enables you to do your best work.
- Top-tier Healthcare - Medical - Choice of PPO 500, PPO 250, or HDHP 3300 with a max coverage of 100% of premiums for employees and 70% for dependents. Dental & Vision - 99% of premiums for employees, and up to 70% for dependents. Health Savings Account - For those that choose to enroll in the HDHP, includes semi-monthly company paid contributions.
- Competitive Compensation - Salary + equity package aligned with top-tier tech companies.
- 401(k) - We offer the opportunity for you to contribute to a 401k directly from your paycheck.
- Flexible PTO - Having plentiful “off the grid” time is a key to doing your best work. We offer flexible PTO. Take time when you need it. Everyone must take at least 10 days per year, and we highly encourage more.
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