Lead Clinical Specialist, CRM
Abbott
Manager of Customer Success – Enterprise
Superside
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
SeniorLead
Tech Stack
GoSwift
About the role
- Manage and coach a team of 4–5 Customer Success Managers (likely scaling to 7), fostering accountability, collaboration, and high performance.
- Translate segment and company goals into clear execution plans, ensuring consistent delivery of Customer Success best practices.
- Enable your team through active coaching, joint customer calls, shadow sessions, and run structured 1:1s to build skills and confidence.
- Drive performance management by setting expectations, delivering feedback, and supporting career development in partnership with People Success.
- Collaborate with Go-to-Market peers to oversee portfolio priorities and account health across the Enterprise segment.
- Build relationships with senior stakeholders in key accounts, joining QBRs, solutioning sessions, and executive meetings to ensure strategic alignment.
- Act as the primary escalation point for complex customer issues, partnering cross-functionally to drive swift resolution.
- Own financial and operational targets (NRR, churn, CSAT) and ensure consistent execution of the Enterprise customer lifecycle.
- Identify blockers to success and propose cross-functional solutions in collaboration with peers and leadership.
- Champion change management and operational improvements across the Enterprise CS organization.
Requirements
- 10+ years of experience in marketing or creative enterprise account management, ideally within an agency environment.
- Ideally 2+ years of people management experience, managing a team..
- Proven track record of managing enterprise clients directly and through direct reports.
- Strategic, data-driven mindset with strong business and operational acumen.
- Customer-first approach and passion for building lasting, high-value partnerships.
- Excellent English verbal and written communication skills, great at presenting ideas, and an executive presence.
- Strong customer relationship-building skills with the ability to manage expectations and build trust.
- Understanding of how AI is reshaping marketing and creative work, paired with curiosity and willingness to learn.
- Located in the United States, with willingness to travel up to 15% for key customer engagements.
- Demonstrated ability in commercial activities (renewing and upselling contracts) and experience managing the full commercial customer lifecycle, not just project delivery.
Benefits
- Diversity, Equity and Inclusion
- Fully remote work
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success managemententerprise account managementperformance managementdata-driven decision makingcommercial activitiescontract renewalupsellingcustomer lifecycle managementchange managementoperational improvements
Soft skills
coachingcollaborationaccountabilitycommunicationrelationship buildingstrategic alignmentproblem solvingtrust buildingexecutive presencecuriosity
