Senior Enterprise Customer Success Manager

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Job Summary We are seeking a Senior Enterprise Customer Success Manager (CSM) to lead value-driven partnerships with our large, high-impact enterprise customers. In this role, you will guide organizations through onboarding, drive adoption across teams, and ensure they achieve measurable outcomes and long-term success with our solutions. As a Senior CSM, you will engage with both operational and executive stakeholders, design strategic success plans, and act as a trusted advisor to help customers realize maximum value. You will also play a key role in shaping best practices across the CS organization, supporting cross-functional initiatives, and mentoring CSMs. This position is ideal for someone who excels in customer advocacy, strategic problem-solving, and relationship-building at scale. Responsibilities 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 environme