Customer Success Manager
Foundation AI
Director of Enterprise Customer Success Managers
Criteria Corp
full-time
Posted on:
Location Type: Remote
Location: Remote • California • 🇺🇸 United States
Visit company websiteSalary
💰 $140,000 - $150,000 per year
Job Level
Lead
About the role
- Define and implement the Enterprise Customer Success strategy for North America in alignment with global goals.
- Provide visible, effective leadership to the Enterprise Customer Success Managers (CSMs).
- Build a culture of accountability, solution orientation, and continuous improvement.
- Act as a trusted advisor, escalation point, and subject matter expert for Enterprise accounts.
- Develop talent through regular feedback, coaching, and performance reviews.
- Own customer retention and expansion strategies for the Enterprise segment.
- Monitor churn risk, usage patterns, and health scores across all Enterprise accounts; proactively implement mitigation plans.
- Partner with Consulting Psychology and Product teams to deliver data-driven, diagnostic insights to Enterprise customers.
- Build executive-level relationships within strategic accounts to influence renewals and upsell opportunities.
- Collaborate with Sales and New Business teams to ensure seamless customer lifecycle management.
- Establish messaging, scripts, and positioning tailored for Enterprise engagement and expansion.
- Develop scalable processes, playbooks, and onboarding materials tailored to Enterprise Customer Success.
- Drive Enterprise-focused product launches and GTM initiatives, working closely with Product Marketing.
- Monitor and report KPIs including churn, renewals, upsell, and customer lifetime value.
- Lead recruiting, onboarding, and training for Enterprise CSMs.
- Participate in leadership meetings and contribute to organizational planning and strategy.
Requirements
- Proven ability to lead and inspire teams supporting Enterprise customers.
- Strong strategic acumen with experience designing and executing Enterprise customer success strategies.
- Deep analytical and problem-solving skills; able to use data to anticipate churn, identify opportunities, and drive proactive customer management.
- Exceptional executive communication and presentation skills; comfortable influencing C-Suite stakeholders.
- Strong commercial acumen and ability to align Customer Success with revenue growth objectives.
- Experience with SaaS, HR tech, or related industries preferred.
- Prior Salesforce experience strongly regarded.
- 10+ years of relevant SaaS experience, including 5+ years in leadership roles directly managing Enterprise accounts.
- Ability to manage geographically dispersed teams and foster cross-functional alignment.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success strategydata analysischurn managementperformance reviewsKPI monitoringproduct launchesonboarding processesplaybook developmentstrategic planningrevenue growth alignment
Soft skills
leadershipteam inspirationcommunicationpresentation skillsproblem-solvingstrategic acumenrelationship buildingcoachingaccountabilitycross-functional collaboration
