Manager, Customer Success (North America Enterprise)

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

This role offers the opportunity to lead a team of experienced Customer Success professionals supporting complex enterprise customers.
You will drive retention, expansion, and long-term value by building scalable customer success strategies and operational frameworks.
As a people leader, you will coach senior team members while shaping best practices across enterprise account management.
The position combines strategic leadership, data-driven decision-making, and executive-level customer engagement.
You will collaborate closely with Sales, Product, Professional Services, and leadership teams to improve the customer journey.
This is an impactful opportunity for a customer-focused leader who thrives in a technology-driven, collaborative environment.

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!

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The Manager, Customer Success will be responsible for leading enterprise customer success initiatives, improving retention outcomes, and enabling a high-performing team through strategic guidance and operational excellence.

• Lead, mentor, and develop a team of senior Customer Success Managers responsible for managing complex enterprise accounts and driving customer outcomes.
• Own retention objectives, including net revenue retention, gross revenue retention, and churn reduction strategies across the North American enterprise customer segment.
• Build proactive customer health frameworks by analyzing usage metrics, account signals, and business data to identify risks and expansion opportunities.
• Establish scalable customer success processes, playbooks, and best practices that improve consistency and effectiveness across the team.
• Act as an executive escalation point for high-value accounts, supporting complex customer challenges and ensuring successful resolutions.
• Partner with Sales, Product, Solutions, and Professional Services teams to create a seamless customer lifecycle from onboarding through renewal and expansion.
• Use data-driven insights to optimize portfolio management, forecast risks, and improve customer engagement strategies.
• Support executive conversations with enterprise stakeholders by presenting business value, adoption trends, and strategic recommendations.

Requirements:

The ideal candidate brings strong customer success leadership experience, enterprise SaaS expertise, and the ability to combine strategic thinking with operational execution.

• 5+ years of experience leading and scaling Customer Success, Account Management, or related customer-facing teams supporting high-value enterprise customers.
• Proven experience managing complex enterprise accounts with significant contract values and multiple stakeholder groups.
• Strong understanding of enterprise organizational structures, procurement processes, change management, and customer adoption strategies.
• Demonstrated ability to use customer data, health scores, usage metrics, and financial insights to develop retention and growth strategies.
• Excellent executive communication skills with experience engaging C-suite stakeholders and managing strategic business conversations.
• Strong problem-solving abilities with the capacity to balance people leadership, commercial priorities, and customer outcomes.
• Experience with collaborative work management platforms, SaaS ecosystems, or digital transformation solutions is highly preferred.
• Ability to leverage AI tools and emerging technologies to improve internal workflows and customer engagement.
• Strong leadership, coaching, organizational, and cross-functional collaboration skills.

Benefits:

• Competitive total compensation package with a target range of $130,000 - $166,000 USD, including base salary and performance-based bonus potential.
• Flexible remote work environment with opportunities to collaborate across global teams.
• Flexible Time Off (FTO) policy to support work-life balance.
• Company 401(k) match program.
• Comprehensive medical, dental, and vision insurance coverage for employees and dependents.
• Parental leave benefits, including extended maternity and paternity leave.
• Short-term and long-term disability coverage and life insurance plans.
• Monthly work-from-home allowance and home office setup stipend.
• Volunteer days and opportunities to contribute to community initiatives.
• Career development opportunities within a collaborative and innovative environment.