Enterprise Customer Success Manager

We are seeking an Enterprise Customer Success Manager to own and nurture relationships with our enterprise-sized customers. In this role, you will serve as a trusted advisor to C-suite executives and senior stakeholders, driving measurable business outcomes and ensuring long-term partnership success. You will manage a portfolio of enterprise accounts representing ~$2.5M in ARR.

Responsibilities

Account Ownership Own the end-to-end customer relationship for a portfolio of 50-70 enterprise accounts Develop and execute account success plans aligned with each customer's business objectives and hiring outcomes Build and maintain relationships across customer organizations, from day-to-day users to HR and TA leadership Serve as the primary point of accountability for customer health, adoption, retention, and expansion Business Value & Outcomes Partner with customers to define success criteria and measurable outcomes tied to their use of Criteria's platform Conduct regular business reviews that articulate realized value, product utilization, and forward-looking priorities Translate usage data and product capabilities into clear business impact narratives Identify adoption gaps and coordinate resources to close them Revenue Stewardship Own gross revenue retention (GRR) and influence net revenue retention (NRR) for your portfolio Partner with Client Account Executives to identify and surface expansion opportunities Lead renewal strategy and execution, engaging early to flag risk and support on-time renewals Support business cases for additional product investment when expansion opportunities are identified Cross-Functional Orchestration Route support, implementation, and product inquiries to the right internal resource; keep the customer informed throughout Act as the voice of the customer internally, surfacing patterns that inform product and go-to-market decisions Collaborate with Account Management on account strategy for shared accounts Risk Management Proactively identify adoption barriers, sentiment shifts, and churn risk through data and relationship signals Develop and execute risk mitigation plans with clear timelines and ownership Maintain accurate renewal forecasting and account health documentation in ChurnZero and Salesforce

Requirements

To be successful in this role the incumbent will demonstrate the following: 3+ years in Enterprise Customer Success, Account Management, Management Consulting, or Sales at a B2B SaaS or technology company Proven track record of 95%+ gross retention and net expansion in enterprise segments Experience navigating complex, matrixed organizations with extended sales and renewal cycles Financial fluency. Comfortable with P&L discussions, TCO, ROI, and building executive-level business cases Demonstrated ability to build trusted advisor relationships with C-suite and VP-level executives Exceptional communication and presentation skills with executive audiences Strong analytical capabilities. Able to synthesize usage data, health scores, and business metrics into actionable insights Experience developing and executing multi-year strategic account plans tied to measurable outcomes Proficiency with CS platforms (ChurnZero), CRM (Salesforce), and BI tools Familiarity with enterprise procurement, legal, and security review processes