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](https://himalayas.app/companies/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 Originally posted on [Himalayas](https://himalayas.app)