Enterprise Customer Success Manager

Job Summary

A company is looking for a Manager, Enterprise Customer Success.

Key Responsibilities

• Manage a team of Enterprise Customer Success Managers to set and achieve OKRs and targets
• Guide the team in monitoring customer health, handling escalations, and improving customer satisfaction and retention
• Provide mentorship and coaching to team members while conducting performance evaluations

Required Qualifications

• 7-9+ years of experience in Customer Success; 3-5+ years in Customer Success leadership with Enterprise experience
• Experience in establishing trusted advisor relationships with customer partners
• Understanding of Jira and Confluence end-user use cases and configuration trade-offs
• Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau
• Ability to collaborate across product, sales, support, and marketing teams