Senior Manager, Enterprise Customer Success

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager, Enterprise Customer Success based in United States.

This leadership role is responsible for scaling enterprise customer success operations and driving long-term value for strategic customers. The position focuses on building high-performing teams, creating scalable processes, and improving customer engagement across complex enterprise accounts. The successful candidate will establish operational frameworks, strengthen customer relationships, and help maximize retention and expansion opportunities. This role combines people leadership, strategic account management, process optimization, and cross-functional collaboration. The ideal leader is highly organized, data-driven, and passionate about creating exceptional customer experiences in a fast-growing technology environment. You will play a key role in transforming customer success practices into a repeatable, measurable, and impactful business function.

Accountabilities:: The Senior Manager, Enterprise Customer Success will lead a team of Enterprise Customer Success Managers while developing scalable strategies that improve customer outcomes, retention, and growth. This role requires a strong operational mindset, executive presence, and the ability to translate customer insights into business impact.

Lead, coach, and develop a high-performing team of Enterprise Customer Success Managers supporting strategic enterprise accounts.

Identify and standardize best practices across customer success teams to improve consistency, efficiency, and customer outcomes.

Build and implement scalable customer success processes, workflows, and operating frameworks.

Establish and manage a structured Quarterly Business Review (QBR) cadence focused on demonstrating ROI, uncovering opportunities, and strengthening partnerships.

Develop customer health scoring models and leading indicators to proactively identify risks and prevent churn.

Drive account mapping strategies to strengthen stakeholder relationships and improve executive alignment.

Partner closely with Sales teams on renewals, expansion opportunities, cross-sell initiatives, and commercial growth strategies.

Collaborate with Product and UX teams by translating enterprise customer feedback into actionable product improvements.

Create executive-level reporting, presentations, and recommendations that support strategic decision-making.

Develop team capabilities in strategic selling, relationship management, executive communication, and enterprise account growth.

Requirements:

The ideal candidate brings extensive experience in enterprise customer success, SaaS account management, or strategic consulting, with proven success leading teams and building operational excellence.

8+ years of experience in B2B SaaS Customer Success, Enterprise Account Management, Strategic Consulting, or a related field.

3+ years of direct people management experience leading enterprise customer success teams.

Demonstrated success designing, implementing, and scaling customer success processes, playbooks, and operational frameworks.

Experience managing and growing large enterprise customer portfolios, including multi-million-dollar revenue books of business.

Strong understanding of customer health metrics, retention strategies, renewal management, and expansion opportunities.

Proven ability to build executive relationships and navigate complex, multi-stakeholder environments.

Exceptional communication, presentation, and storytelling skills with the ability to influence internal and external stakeholders.

Strong project management skills with excellent organization, attention to detail, and execution capabilities.

Ability to operate effectively in fast-paced, evolving environments while creating structure from ambiguity.

Strong commercial mindset with experience supporting revenue growth initiatives.

Experience with customer success platforms such as Gainsight, Totango, ChurnZero, or similar tools preferred.

Familiarity with Salesforce, JIRA/Atlassian, and productivity tools such as Google Workspace or Microsoft 365 preferred.

Experience in retail technology, e-commerce, or cannabis commerce environments is a plus.

Benefits:

Competitive annual salary range of approximately $111,000 – $150,000 depending on experience and qualifications.

Equity opportunities through stock option programs.

Comprehensive medical, dental, and vision benefits.

Technology allowance for hardware, software, and professional resources.

Flexible vacation and sick leave policies.

Opportunity to work remotely in a flexible and collaborative environment.

Career growth opportunities within a rapidly evolving technology organization.

Chance to lead impactful customer success initiatives with enterprise partners.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1