Enterprise Customer Success Manager

As an Enterprise Customer Success Manager, you will own relationships with 15–20 high-value enterprise accounts, reporting directly to our Head of Customer Operations, Aileen Palmer. You will be responsible for driving customer outcomes, retention, expansion, and executive alignment across a strategic book of business.

Responsibilities

Own a portfolio of 15–20 high-value enterprise accounts through all stages of the customer lifecycle, from onboarding to renewal and expansion; Build multi-threaded relationships across customer organizations, including executive sponsors, People/HR, Finance, and administrators, and drive adoption through strategic enablement and best-practice guidance; Develop and execute account plans, success plans, and renewal and expansion strategies in close partnership with Sales; Monitor customer health, renewal risk, and value realization; proactively lead mitigation plans for at-risk accounts; Serve as the voice of the enterprise customer by synthesizing feedback, business needs, and market insights for Product and Engineering; Create and iterate on repeatable enterprise Customer Success playbooks, executive business review content, and internal processes that scale

Requirements

5+ years of experience in customer success or account management in SaaS, fintech, healthcare, or the Benefits space; enterprise experience strongly preferred; Direct experience working in the Benefits space and/or with complex, multi-stakeholder enterprise customers; Proven success in quota driven roles, with a focus on retention and expansion; Proven track record of managing and growing high-value enterprise accounts, including renewals, executive engagement, and expansion; Demonstrated ability to analyze customer data and business insights to shape account strategy and influence stakeholder decision-making; Ability to engage customer teams at varying levels of technical and non-technical depth, from end users and administrators through C-level stakeholders; Experience orchestrating cross-functional teams and communicating customer needs, risks, and opportunities to Sales, Marketing, Product, and Engineering

Nice to have

Experience with enterprise account planning, executive business reviews, and value-based selling

Benefits

95% coverage of medical, dental, and vision; $250 WFH setup (one time); $500/year Learning & Development Benefit; $150/month cell phone + internet; $100/month Wellness; $100/month Co-working and Commuter Benefit; Several team onsites a year; Flexible PTO