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Job Summary
We are seeking a Senior Enterprise Customer Success Manager (CSM) to lead value-driven partnerships with our large, high-impact enterprise customers. In this role, you will guide organizations through onboarding, drive adoption across teams, and ensure they achieve measurable outcomes and long-term success with our solutions.
As a Senior CSM, you will engage with both operational and executive stakeholders, design strategic success plans, and act as a trusted advisor to help customers realize maximum value. You will also play a key role in shaping best practices across the CS organization, supporting cross-functional initiatives, and mentoring CSMs.
This position is ideal for someone who excels in customer advocacy, strategic problem-solving, and relationship-building at scale.
Responsibilities
Customer Strategy & Value Delivery
- Develop and execute comprehensive success plans aligning products and solutions with customer goals, business objectives, and long-term outcomes.
- Drive efficient onboarding and increasing adoption to accelerate time-to-value and ensure meaningful business impact.
- Understand customers’ business models, priorities, KPIs, and use cases to guide them toward best practices and optimal utilization of our solutions.
Relationship Management
- Establish and maintain strong multi-threaded relationships across business and technical stakeholders.
- Lead Quarterly and Executive Business Reviews (QBRs/EBRs) that clearly communicate progress, value realization, and future opportunities.
- Serve as a reliable, consultative partner who supports customers through challenges and proactively identifies areas for improvement.
Expansion & Renewal Partnership
- Collaborate closely with Sales and Account Management to identify expansion opportunities, whitespace, and upsell/cross-sell potential.
- Participate in renewal planning by identifying risks early, supporting mitigation strategies, and clearly demonstrating product value.
- Ensure customers have the insights, resources, and strategic guidance required for long-term retention and growth.
Cross-Functional Collaboration
- Work with Product, Engineering, Support, and Services teams to influence roadmap discussions, advocate for customer needs, and help improve the end-to-end customer experience.
- Provide structured customer feedback that helps improve product usability, adoption, and customer satisfaction.
- Contribute to internal processes, playbooks, and programs that enhance the scalability and efficiency of the Customer Success organization.
Data & Insights
- Analyze usage trends, KPIs, and adoption patterns to uncover opportunities for optimization and increased value.
- Use data to guide customer strategies and deliver actionable insights to stakeholders at all levels.
- Help customers measure and articulate ROI derived from the company’s solutions.
Leadership & Mentorship
- Provide guidance and mentorship to CSM peers, helping elevate team execution.
- Support internal initiatives such as onboarding programs, training materials, or process improvements.
- Serve as a role model for customer-centric behavior and strategic account leadership.
Qualifications
- Bachelor’s degree or equivalent experience required.
- 7–10+ years of Customer Success, Account Management, or related experience engaging with large enterprise customers.
- Proven ability to manage complex customer relationships with both technical and business stakeholders.
- Strong communication, facilitation, and executive presentation skills.
- High technical aptitude and familiarity with Salesforce, Gainsight, or other CSM/CRM tools.
- Demonstrated success driving adoption, retention, and business value in enterprise environments.
- Self-driven, proactive, and comfortable leading strategy and execution with minimal oversight.
- Experience in Media & Entertainment or familiarity with music/video production workflows is a plus.
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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
