Customer Success Manager

[Employer] is looking for a Customer Success Manager to join our Enterprise team. In this role, you'll be responsible for driving onboarding, adoption, retention, and expansion across a book of SMB and Mid-Market customers. The ideal candidate has a strong foundation in Customer Success or Account Management within a scaling technology company, with the ability to use data, repeatable programs, and sharp customer judgment to create impact across many accounts.

You will work closely with members of the Enterprise, Sales, Product, Support, and Marketing teams to help customers realize value from [Employer] at scale. This role requires strong communication, operational discipline, comfort with ambiguity, and a proactive "can-do" attitude. Your success will play a crucial role in expanding [Employer]'s enterprise customer base, identifying conversion opportunities from self-serve customers, and helping build the next generation of scaled customer success motions.

Responsibilities

• Execute the scaled Enterprise customer success strategy developed by leadership
• Manage a portfolio of SMB and Mid-Market customers through a data-informed engagement model
• Serve as a point of contact for customers across onboarding, adoption, value realization, renewal, and expansion moments
• Drive initial enablement through repeatable onboarding programs, training sessions, office hours, webinars, and digital content
• Monitor customer health, usage trends, and engagement signals to prioritize outreach and identify risks or growth opportunities
• Identify self-serve customers with strong usage, business fit, or expansion potential and support conversion opportunities into Enterprise
• Partner with Sales and Account Management to surface expansion, upgrade, and renewal opportunities across scaled accounts
• Help customers quantify value delivered by [Employer] through usage insights, adoption milestones, and business outcomes
• Advocate for customer needs and collaborate with cross-functional teams to improve product experience, enablement materials, support processes, and scaled CS playbooks
• Track and report on key performance indicators, analyze data to identify trends, and recommend improvements to scaled engagement programs

Qualifications

• 3+ years of experience in Customer Success, Account Management, Sales, or related customer-facing roles at scaling technology companies
• Experience supporting SMB or Mid-Market customer segments, ideally in a SaaS or AI/productivity tooling environment
• Strong customer judgment with the ability to balance personalized engagement and scalable program execution
• Proven ability to drive adoption, retention, and growth across a book of business
• Excellent written and verbal communication skills, with the ability to clearly explain value to business and technical stakeholders
• Comfortable using data to prioritize outreach, diagnose account health, identify product usage trends, and uncover expansion signals
• A self-starter by nature, comfortable dealing with ambiguity and juggling multiple initiatives
• Ability to work under pressure, thriving in demanding environments
• Ability to work independently and as part of a collaborative team
• Proficiency in CRM systems, customer success platforms, analytics tools, and customer engagement workflows