Customer Success Manager

• 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.

Manager of Customer Success – Enterprise

Senior Customer Success Manager

Customer Success Manager, Large & Enterprise

Client Experience Specialist – Onboarding

Customer Success Manager – Federal

Senior Manager, CRM Member Marketing