Lead Customer Success Manager

The Lead Customer Success Manager will serve as a trusted advisor to enterprise customers, ensuring successful adoption, retention, and expansion. This role focuses on building strategic relationships, driving business value, and coordinating cross-functional initiatives that strengthen customer outcomes.

• Develop and execute strategic customer success plans aligned with business objectives, adoption goals, and measurable ROI outcomes.
• Own the complete customer lifecycle, including onboarding, adoption, engagement, renewal planning, and expansion opportunities.
• Manage a large enterprise customer portfolio with complex stakeholders, ensuring high satisfaction and long-term partnership success.
• Identify adoption milestones, monitor customer health indicators, and use data-driven insights to improve engagement and business impact.
• Partner with Sales, Services, Product, Engineering, Marketing, and Operations teams to deliver continuous customer value.
• Build relationships with executive sponsors and develop internal champions to expand product adoption within customer organizations.
• Support renewal and growth strategies by collaborating with sales and revenue teams on account planning.
• Advocate for customer needs by providing feedback and insights that influence product improvements and future roadmap decisions.
• Create customer advocacy materials, including case studies, references, and success stories.
• Proactively identify risks, develop mitigation strategies, and adjust customer success approaches based on evolving business needs.

Requirements:

The ideal candidate brings extensive experience managing enterprise SaaS customers, strong business acumen, and the ability to influence senior stakeholders through strategic guidance and data-driven insights.

• 7–10+ years of experience in Customer Success, Account Management, Consulting, or a related customer-facing role within a SaaS, technology, agency, or consulting environment.
• Proven experience managing enterprise accounts with significant revenue responsibility, complex implementations, and multiple stakeholders.
• Strong understanding of Sales, Marketing, and Revenue Operations processes and workflows.
• Demonstrated success driving customer engagement, renewals, expansion, and measurable business outcomes.
• Experience using CRM platforms such as Salesforce, AI-driven sales tools, and analytics solutions is preferred.
• Strong consultative approach with the ability to align technology solutions with customer business goals.
• Excellent analytical storytelling skills, with the ability to translate data into meaningful insights and executive-level recommendations.
• Ability to manage multiple complex accounts, prioritize effectively, and deliver results in a fast-paced environment.
• Strong communication, relationship-building, and stakeholder management skills.
• Ability to anticipate challenges, proactively solve problems, and adapt strategies when priorities change.
• Willingness to travel approximately 15% for customer meetings, business reviews, and strategic engagements.

Benefits:

• Competitive compensation package, including potential commissions or bonus programs based on performance.
• Equity opportunities for eligible employees.
• Comprehensive employee benefits package.
• Opportunity to work with innovative AI-powered technology shaping the future of revenue teams.
• Remote-friendly work environment with collaboration across a growing technology organization.
• Professional growth opportunities within a high-impact customer success team.
• Chance to influence product strategy through direct customer insights and feedback.