Enterprise Customer Success Manager
About the Role
You will serve as the central point of contact for a portfolio of enterprise customers and be accountable for customer satisfaction, product adoption, renewals, and overall relationship health. You will establish governance for accounts, run business reviews and executive touchpoints, and prepare presentations and reports for stakeholders. You will identify expansion opportunities, support issue resolution, manage feature requests, and create feedback loops with Product and Engineering. You will partner cross-functionally with Implementation, Sales, SMEs, and other post-sales teams to ensure seamless delivery and long-term value realization.
Requirements
- Bachelor’s degree; MBA or master degree preferred
- 5+ years of experience in account management, customer success, consulting, or professional services
- Background in financial services, crypto, and/or tax and accounting preferred
- Proficient understanding of accounting and information reporting platforms
- Ability to build multi-thread relationships across technical, financial, and executive stakeholders
- Experience with strategic account planning and running Business Reviews
- Experience driving complex renewals, identifying expansion opportunities, and managing churn risks
- Data-driven mindset and ability to manage account health metrics and engagement cadences
- Consultative problem-solving and effective escalation management
- Clear verbal and written communication with technical and executive audiences
Responsibilities
- Own and grow deep client relationships across a portfolio of enterprise accounts
- Drive successful customer business outcomes including CSAT, renewals, and expansion
- Ensure customers become advocates and references
- Establish account governance such as Business Reviews and executive touchpoints
- Advocate for customer needs and manage feedback with Product and Engineering
- Support issue resolution and manage future feature requests
- Partner with Sales, Implementation, and SMEs to ensure seamless handoffs
- Prepare presentations and reports for executive stakeholders
Benefits
- Equity (RSUs)
- 401(k) plan with access to crypto and financial wellness benefits
- Hybrid working model: 3 days in-office, 2 days WFH/flexible
- Monday team lunches, snacks and drinks
- Discretionary Time Off
- Paid parental leave
- Fertility benefit
- Autonomous work and flexibility