Senior Customer Success Manager, Enterprise

We’re seeking a Senior Customer Success Manager to support our Enterprise customers (1,000+ users) through strategic partnership, proactive risk management, and value-led customer success. Working within our new GTM pod model, you’ll partner closely with Sales and Renewals to align on account strategy, deliver a coordinated customer experience, and own customer outcomes.

Responsibilities

Own a strategic Enterprise portfolio: Manage 40-55 Enterprise customers totalling $3.5M - $4M ARR, with accountability for retention, adoption, expansion, and clear book ownership; Drive commercial outcomes: Manage GRR and NRR through bi-annual Executive Strategy Reviews, adoption planning, proactive risk management, and CSQL creation; Identify and act on risk early: Drive risk mitigation plans with urgency and sound judgment, especially through moments like lost sponsors, stalled adoption, and changing customer priorities; Lead strategic customer conversations: Connect customer priorities to measurable business value, strengthen executive relationships (CHROs, CPOs, etc.), and validate renewal intent; Operate within the GTM pod model: Partner closely with Sales, Renewal Managers, and pod leaders in a co-led Sales and CX model that owns the full customer revenue lifecycle across adopt, expand, and renew; Leverage automated plays: Use digitally-led customer motion and automation to surface opportunity and risk, and create consistency across your book; Use AI to improve scale and focus: Use AI-enabled tools and workflows to prepare for customer conversations, surface insights, reduce manual work, and spend more time on strategic engagement; Improve the system and raise the bar: Maintain strong account hygiene in Vitally and related tools, share customer feedback, and contribute ideas and playbooks that strengthen our broader CX and GTM practice.

Requirements

A track record of owning GRR and NRR while balancing customer outcomes with commercial accountability; Strong executive communication skills and the ability to lead data-informed, value-based conversations; A proactive approach to risk management, strong customer and product curiosity, and sound judgment in high-stakes situations; The ability to collaborate effectively across functions and operate with high accountability in a pod-based model; Comfort using AI as a practical tool to synthesize information, improve prioritization, and increase the quality and consistency of customer engagement.

Nice to have

Ideally 3 years of experience in enterprise customer success or account management roles, with a focus on AI-forward solutions and experience in driving adoption, change management, and executive stakeholder engagement.

Benefits

Equity through our Employee Share Option Program; Learning programs and coaching; Quarterly refresh days, extended end-of-year break and monthly allowance; Inclusive parental leave from day one; A MacBook and budget to set up your home workspace; Five annual social impact days; Medical insurance coverage for you and your family (US & UK only)