Customer Success Manager, Enterprise

About [Employer]

[Employer] is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. We automate how over $275B in annualized spend flows in and out of 85,000+ companies: authorizing payments, flagging risk, categorizing spend, and closing books.

The problems are high-stakes, data-dense, and unforgiving.

We hire people with high agency and high urgency. We look for slope over intercept. We care less about where you trained and more about what you’ve built. At [Employer], everyone is a builder who owns problems end to end and makes consequential decisions that shape the outcome.

The median [Employer] customer saves 7.5% and grows revenue 16% in their first year – far in excess of businesses operating without [Employer]. We believe every ambitious company deserves the same.

If you want to build systems that directly shape how companies move and manage billions, [Employer] is the place to do it.

About the Role

[Employer]'s Enterprise Customer Success Managers on the Lifecycle team don't stop at go-live — they make sure customers keep getting more from [Employer] as their business grows. [Employer] has grown its product suite significantly over the last several years. As we've matured as an organization, our customer relationships have grown more complex too: customers are buying more of the platform at once, running it across more entities and teams, and relying on it for more of how their finance function operates. Hitting an activation milestone doesn't mean the job's finished. Too often, a feature that could solve a real problem goes unused because no one is there to show how it would work in that customer's business.

That's where you come in. This is a role for people who understand how finance teams actually run, who think in years rather than quarters, and who already use AI the way surgeons use instruments: not occasionally, not as an experiment, but as the default way they work. You'll own the customer experience after implementation for a book of [Employer]'s highest-potential enterprise customers, partnering with Account Management on long-term account strategy. You'll also be one of the first Lifecycle CSMs on a newly formed team, helping define how [Employer] earns and keeps the trust of its most important customers.

What You'll Do

• Own the post-implementation experience for a book of enterprise customers, with clear accountability for sustained adoption, customer satisfaction, and renewal readiness
• Drive sustained adoption by understanding each customer's goals and guiding them toward the workflows that improve outcomes for their business — including the products and features they've already purchased but haven't fully put to work
• Act as each customer's expert in finance workflows: understand how they run their business, advise on decisions as their needs change, and make the value of new [Employer] capabilities clear in their context
• Build multi-threaded relationships across every account and partner with Account Management on executive relationships, so the account stays steady through change like a new Controller or CFO
• Partner with Account Management on QBRs and executive business reviews, quantifying [Employer]'s impact in the language CFOs and Controllers care about — close cycle improvement, spend visibility, savings, and ROI — not just product usage metrics
• Spot opportunities for growth and bring them to Account Management, who owns renewals and expansion; as customers add products, drive ongoing activation so they reach value quickly
• Run your book on data: monitor usage, CP, and risk signals, get ahead of challenges and escalations, and see them through to resolution well before renewal is on the calendar
• Use AI tools daily to prepare for customer calls, build materials, synthesize data, identify account risk, and operate at a pace traditional methods can't match
• Bring customer feedback back into [Employer] — surfacing patterns, gaps, and opportunities from your accounts to shape how [Employer] evolves
• Help build the motion from the ground up: executive sponsor programs, champion groups, churn reviews, and the playbooks every future Lifecycle CSM will run

Must-Haves

• Long-term account ownership — You've owned a book of customers past launch and through renewal, and you have measurable retention, adoption, or satisfaction results to show for it. Finance or fintech context is a plus but not required.
• Customer experience mindset — You measure success by how customers feel about working with you, not only by milestones hit. You get ahead of problems before customers raise them and own escalations through resolution.
• Executive relationship building — You build multi-threaded relationships across finance, operations, and the C-suite. When your champion leaves, the account doesn't leave with them.
• Financial impact communication — You can walk a CFO through the value [Employer] has delivered, connect adoption to P&L outcomes, and help make the case for continued investment in financial terms, not product terms. A finance background is not required — fluency is.
• AI fluency as a daily habit — You already use AI tools habitually in your work. You use them to prep for calls, synthesize information, build customer-facing materials, and automate repetitive tasks. This is how you work, not something you're exploring. [Employer] is a builder culture: if you don't instinctively reach for AI before doing things manually, this role will be a hard adjustment.
• Data-driven book management — You prioritize your time based on usage, revenue, and risk signals, not on who emailed last. You can spot an at-risk account months before renewal and know what to do about it.
• Technical and systems acumen — You're comfortable around major ERP platforms (NetSuite, SAP S/4HANA, Workday, Sage Intacct, or similar) and understand how [Employer] fits into a customer's finance stack. You don't need to code, but you can diagnose what's blocking adoption and bring in the right technical partner.
• Builder mindset — You're energized by building something that doesn't exist yet. This team is new, and you'll help shape the playbooks, programs, and rituals that define how Lifecycle CSMs work, all while running your own book. You bring structure to ambiguity and iterate quickly when something isn't working.
• 7+ years in enterprise customer success, account management, or consulting — You've spent enough time with complex organizations and senior stakeholders that it's second nature. You know how to keep an enterprise customer successful long after the launch.

Nice-to-Haves

• Consumption-based revenue experience — You've worked with a product where value is measured in usage or spend, not seats, and know how to grow adoption after the contract is signed.
• Finance domain depth — Exposure to FP&A, accounting software ecosystems (NetSuite, Sage, QuickBooks, Xero), expense management, or CFO-adjacent workflows. Accelerates credibility with [Employer]'s customer base.
• Demonstrated commercial impact — You can point to retention, adoption, or renewal outcomes with specific metrics attached — not described in general terms.
• Background at an AI-first or AI transformation company — not just a company that uses AI, but one where rethinking workflows around it was part of the product or culture
• High-growth or startup experience (comfort operating in ambiguity and rapid change)

Benefits available to all full-time [Employer] employees (Global)

• Flexible PTO
• Centralized home-office equipment ordering
• Health and wellness stipend
• Budget for intra-office travel
• Weekly coffee stipend

United States

• 100% medical, dental & vision insurance coverage for you, with partial coverage for dependents
• One Medical annual membership
• 401(k), including employer match on contributions made while employed by [Employer]
• Fertility HRA (up to $10,000 per year)
• Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay
• Pet insurance
• In-office perks: lunch, snacks, drinks, and more
• Relocation expense coverage to NYC or SF (if needed)

Canada

• Group medical, dental, and vision coverage through Sun Life
• Life, AD&D, and disability coverage
• Fertility drug coverage (up to $4,000 lifetime)
• Group Retirement Plan with employer match (RRSP + DPSP)
• Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay, with additional time available at reduced pay
• Employee Assistance Program and virtual care through Lumino Health

United Kingdom

• Private medical insurance through Freedom Elite
• Virtual GP and at-home care via eMed x Livi
• Workplace pension through Penfold, with salary sacrifice option
• Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay with additional time available at reduced pay

Referral Instructions

If you are being referred for the role, please contact that person to apply on your behalf.

Other notices

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Beware of recruiting scams: [Employer] will only contact you through official @[Employer].com email addresses and will never ask for payment or sensitive personal information during the hiring process.

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