Take absolute ownership of an Enterprise CSM team, managing daily, weekly, and quarterly production targets to consistently hit and exceed retention and growth metrics.
Strategically guide and track the team's expansion initiatives, coaching CSMs on how to identify, navigate, and secure upsell opportunities within the enterprise segment.
Ensure the team is seamlessly executing high-impact EBRs that align with customer objectives and clearly demonstrate a return on investment (ROI) to executive stakeholders.
Act as the senior management escalation point for critical account issues. Dive into complex, technical customer problems and assist the team with contract negotiations to secure optimal retention terms.
Continuous review of team performance metrics and dashboards. Tweak, add, or remove operational processes to back up desired team behaviors and eliminate performance roadblocks.
Build a highly empowered team culture. Actively manage team performance, create targeted success plans for underperforming assets, and deliver heavily weighted recommendations on hiring, promotions, and discipline.

2 to 5 years of experience in an Enterprise leadership, team lead, or management role within a business-to-business environment.
A solid, proven professional background operating within a B2B SaaS subscription model is strictly required.
A highly technical SaaS background. You must possess the capacity to rapidly learn multi-product ecosystems and guide a technical CS team through complex software environments.
Proven experience tracking and driving metric outcomes across Gross/Net Dollar Retention, Logo Retention, and Expansion/Upsell goals.
Exceptional verbal and written communication skills, an intensely curious and approachable nature, and a noticeable level of high energy.

Manager, Enterprise Customer Success

Key skills