Manager, Customer Success (North America Enterprise)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Customer Success (North America Enterprise) based in United States.

This role offers the opportunity to lead a team of experienced Customer Success professionals supporting complex enterprise customers.
You will drive retention, expansion, and long-term value by building scalable customer success strategies and operational frameworks.
As a people leader, you will coach senior team members while shaping best practices across enterprise account management.
The position combines strategic leadership, data-driven decision-making, and executive-level customer engagement.
You will collaborate closely with Sales, Product, Professional Services, and leadership teams to improve the customer journey.
This is an impactful opportunity for a customer-focused leader who thrives in a technology-driven, collaborative environment.

The Manager, Customer Success will be responsible for leading enterprise customer success initiatives, improving retention outcomes, and enabling a high-performing team through strategic guidance and operational excellence.

• Lead, mentor, and develop a team of senior Customer Success Managers responsible for managing complex enterprise accounts and driving customer outcomes.
• Own retention objectives, including net revenue retention, gross revenue retention, and churn reduction strategies across the North American enterprise customer segment.
• Build proactive customer health frameworks by analyzing usage metrics, account signals, and business data to identify risks and expansion opportunities.
• Establish scalable customer success processes, playbooks, and best practices that improve consistency and effectiveness across the team.
• Act as an executive escalation point for high-value accounts, supporting complex customer challenges and ensuring successful resolutions.
• Partner with Sales, Product, Solutions, and Professional Services teams to create a seamless customer lifecycle from onboarding through renewal and expansion.
• Use data-driven insights to optimize portfolio management, forecast risks, and improve customer engagement strategies.
• Support executive conversations with enterprise stakeholders by presenting business value, adoption trends, and strategic recommendations.

Requirements:

The ideal candidate brings strong customer success leadership experience, enterprise SaaS expertise, and the ability to combine strategic thinking with operational execution.

• 5+ years of experience leading and scaling Customer Success, Account Management, or related customer-facing teams supporting high-value enterprise customers.
• Proven experience managing complex enterprise accounts with significant contract values and multiple stakeholder groups.
• Strong understanding of enterprise organizational structures, procurement processes, change management, and customer adoption strategies.
• Demonstrated ability to use customer data, health scores, usage metrics, and financial insights to develop retention and growth strategies.
• Excellent executive communication skills with experience engaging C-suite stakeholders and managing strategic business conversations.
• Strong problem-solving abilities with the capacity to balance people leadership, commercial priorities, and customer outcomes.
• Experience with collaborative work management platforms, SaaS ecosystems, or digital transformation solutions is highly preferred.
• Ability to leverage AI tools and emerging technologies to improve internal workflows and customer engagement.
• Strong leadership, coaching, organizational, and cross-functional collaboration skills.

Benefits:

• Competitive total compensation package with a target range of $130,000 - $166,000 USD, including base salary and performance-based bonus potential.
• Flexible remote work environment with opportunities to collaborate across global teams.
• Flexible Time Off (FTO) policy to support work-life balance.
• Company 401(k) match program.
• Comprehensive medical, dental, and vision insurance coverage for employees and dependents.
• Parental leave benefits, including extended maternity and paternity leave.
• Short-term and long-term disability coverage and life insurance plans.
• Monthly work-from-home allowance and home office setup stipend.
• Volunteer days and opportunities to contribute to community initiatives.
• Career development opportunities within a collaborative and innovative environment.