Senior Customer Success Manager, Enterprise

SundaySky is hiring a Senior Customer Success Manager to partner with large enterprise customers in health plans, financial services, and insurance. The role leads customer programs from onboarding through renewal, helping customers launch personalized video programs and demonstrate measurable business value.

Responsibilities:

• Serve as a strategic consultant to enterprise customers, helping them design, deliver, and measure personalized video programs
• Build relationships across every level of the account: day-to-day users, program owners, and executive sponsors in the business unit
• Run the full lifecycle for new enterprise customers, from kickoff and onboarding through the first proof of value and on to renewal
• Find and launch the next use case in each account by bringing in new teams and new customer journeys
• Develop deep platform expertise and apply it to help each customer reach their goals
• Build the value case for each renewal from achieved and measured business outcomes such as renewal rates, enrollment, and call deflection, rather than from platform usage statistics
• Own renewals and add-ons for your book against a renewal quota. Keep your forecast current with confidence levels, start renewal planning 120 days out, and partner with Account Directors on larger expansion opportunities
• Partner with the product team to share market feedback to aid the development and prioritization of the roadmap

Requirements:

• At least 5 years in customer success or account management, including 3 or more years managing enterprise accounts
• You've led executive business reviews with VP and C-level sponsors, built mutual success plans with them, and walked them through outcome data
• You've designed A/B tests, holdout comparisons, or attribution methods that tie performance to business outcomes
• You've carried an individual renewal quota as a number in your own comp plan, not a target shared across a team
• You've taken enterprise renewals through complex procurement, security reviews, and competitive RFPs
• You've worked with enterprise customers in regulated industries such as health plans, retirement and wealth management, insurance, or banking, and you understand how legal and compliance review shape what ships and when
• Experience carrying an upsell or add-on quota is a plus
• Customer Success experience at a creative software company (video, design, media/ads)
• Familiarity with video distribution and measurement including embeds, viewership metrics, and video engagement optimization (or a willingness to learn)