Lead - Customer Success Manager - Enterprise
7 days ago
The Role We're looking for a Lead Enterprise CSM to own and grow some of our most strategic enterprise accounts while also shaping how we deliver success across the enterprise segment. This role blends hands-on account ownership with team enablement and thought leadership.
You'll partner directly with C-level executives, run executive business reviews that tie adoption to measurable ROI, and proactively drive retention and expansion in complex global environments. At the same time, you'll raise the bar for our broader CS team by building scalable playbooks, mentoring peers, and ensuring our enterprise customers consistently see and feel value from our platform. Responsibilities
- Own a portfolio of enterprise customers — ensuring adoption, measurable outcomes, renewals, and growth.
- Build and nurture executive relationships with CISOs, CIOs, and senior stakeholders, positioning yourself as a trusted advisor.
- Run strategic governance calls, QBRs/EBRs that connect product adoption to business impact, KPIs, and board-level outcomes.
- Proactively identify risks and create structured mitigation plans while surfacing expansion opportunities across business units or regions.
- Collaborate cross-functionally with Sales, Product, Account Management, TAM, and Support to align on account strategy and execution.
- Contribute to and evolve CS playbooks, best practices, and frameworks for enterprise adoption, renewal forecasting, risk management, and executive engagement.
- Mentor and coach CSMs by modeling executive storytelling, enterprise account planning, and high-stakes renewal management.
- Represent the voice of enterprise customers internally, influencing product roadmap, integrations, and overall go-to-market motions.
- Earned trusted advisor status with C-level stakeholders, regularly included in strategic discussions.
- Strong GRR & NRR performance across the enterprise portfolio, with renewals closed predictably and expansions consistently delivered.
- High product adoption and clear, measurable business outcomes for enterprise customers.
- Expansion playbooks executed successfully, with multi-year, multi-entity growth realized.
- Enterprise frameworks and best practices established and shared across the CS team.
- Recognized internally as a go-to leader and escalation point for strategic customers.
- 8–10+ years in Customer Success or Account Management with enterprise SaaS accounts.
- Proven track record of owning renewals and expansions in complex, multi-stakeholder environments.
- Demonstrated success in running QBRs/EBRs and governance calls with C-level executives.
- Strong problem-solving ability — able to navigate procurement, compliance, and cross-functional alignment challenges.
- Excellent communication and executive storytelling skills — you can move beyond features to articulate business value.
- A hands-on operator — willing to roll up your sleeves, build playbooks, and engage directly with accounts.
- SaaS experience required; familiarity with GRC, InfoSec, or compliance SaaS is a plus but not mandatory.
- Natural mentor and influencer — comfortable guiding CSMs and helping scale best practices across the team.
- Remote-first policy
- 5 days working with flexible hours
- Group medical insurance (including parents, spouse, and children)
- Group accident cover
- Group term life insurance
- Company-sponsored laptop
- Education reimbursement policy
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