Manager, Customer Success (North America Enterprise)

📋 Description

• Lead NA Enterprise CSM team of senior managers to protect and grow revenue.
• Architect playbooks, standardize enterprise delivery, and be escalation partner.
• Drive retention by owning NRR/GRR targets and proactive churn mitigation.
• Cross-functional advocacy with Product, Solutions, Sales, and Leadership.
• Mitigate high-stakes escalations as executive sponsor for key accounts.
• Coach CSMs to deepen executive relationships and value realization.

🎯 Requirements

• 5+ years leading high spend CS/AM teams ($100K+)
• Enterprise savvy; experience navigating Fortune 500 procurement and change mgmt.
• Data-driven with analytics turning usage and health data into retention actions.
• Exceptional communication with C-suite and executive stakeholders.
• Strategic problem solver balancing fast-paced work with commercial strategy.
• AI-first mindset leveraging AI tools to enhance work.

🎁 Benefits

• Flexible Time Off (FTO)
• Company 401(k) Match
• Parental Leave: 18 Weeks Maternity / 4 Week Paternity
• 2 Volunteer Days
• Health Insurance (medical, dental & vision) for EEs and dependents
• Working from Home Allowance ($40 / Monthly)