Senior Enterprise Customer Success Manager

Overview

Job Summary

Customer Strategy & Value Delivery

• Develop and execute comprehensive success plans aligning products and solutions with customer goals, business objectives, and long-term outcomes.
• Drive efficient onboarding and increasing adoption to accelerate time-to-value and ensure meaningful business impact.
• Understand customers’ business models, priorities, KPIs, and use cases to guide them toward best practices and optimal utilization of our solutions.

Relationship Management

• Establish and maintain strong multi-threaded relationships across business and technical stakeholders.
• Lead Quarterly and Executive Business Reviews (QBRs/EBRs) that clearly communicate progress, value realization, and future opportunities.
• Serve as a reliable, consultative partner who supports customers through challenges and proactively identifies areas for improvement.

Expansion & Renewal Partnership

• Collaborate closely with Sales and Account Management to identify expansion opportunities, whitespace, and upsell/cross-sell potential.
• Participate in renewal planning by identifying risks early, supporting mitigation strategies, and clearly demonstrating product value.
• Ensure customers have the insights, resources, and strategic guidance required for long-term retention and growth.

Cross-Functional Collaboration

• Work with Product, Engineering, Support, and Services teams to influence roadmap discussions, advocate for customer needs, and help improve the end-to-end customer experience.
• Provide structured customer feedback that helps improve product usability, adoption, and customer satisfaction.
• Contribute to internal processes, playbooks, and programs that enhance the scalability and efficiency of the Customer Success organization.

Data & Insights

• Analyze usage trends, KPIs, and adoption patterns to uncover opportunities for optimization and increased value.
• Use data to guide customer strategies and deliver actionable insights to stakeholders at all levels.
• Help customers measure and articulate ROI derived from the company’s solutions.

Leadership & Mentorship

• Provide guidance and mentorship to CSM peers, helping elevate team execution.
• Support internal initiatives such as onboarding programs, training materials, or process improvements.
• Serve as a role model for customer-centric behavior and strategic account leadership.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 7–10+ years of Customer Success, Account Management, or related experience engaging with large enterprise customers.
• Proven ability to manage complex customer relationships with both technical and business stakeholders.
• Strong communication, facilitation, and executive presentation skills.
• High technical aptitude and familiarity with Salesforce, Gainsight, or other CSM/CRM tools.
• Demonstrated success driving adoption, retention, and business value in enterprise environments.
• Self-driven, proactive, and comfortable leading strategy and execution with minimal oversight.
• Experience in Media & Entertainment or familiarity with music/video production workflows is a plus.
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• *If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us**!*