Customer Success Manager, Enterprise

Client is in search of their first fully dedicated Customer Success Manager. In this role you will have the unique opportunity to build and shape client's entire customer success function from the ground up. This is a senior role that combines hands-on customer management with developing the foundational elements of the client's customer success strategy. You'll work directly with the founders, advisors and leadership team to define and implement our customer success vision while managing their initial enterprise customers.

Strategic Responsibilities

• Design and implement client's customer success strategy and playbook
• Establish key success metrics and reporting frameworks
• Create scalable processes for customer onboarding, engagement, and renewal
• Develop customer advocacy and reference programs
• Create templates and frameworks for customer communications and reviews
• Design and document best practices for future CSM team members
• Select and implement client's core Customer Success tech stack which may include a Customer Success platform, knowledge base systems, analytics/reporting frameworks and integration with our existing CRM and support tools
• Help shape client's product roadmap based on customer insights

Operational Responsibilities

• Serve as the trusted advisor and primary point of contact for enterprise customers post-implementation
• Partner with the implementation team to ensure smooth customer onboarding and successful product launches
• Develop and maintain deep relationships with key stakeholders across the customer organization (from program managers to executive sponsors) and their external partners (vendors, consultants)
• Create and drive plans that ensure customers achieve their desired business outcomes and ROI from the client solution
• Monitor customer health, identify early warning signs of potential churn, and develop mitigation strategies
• Own renewal processes and maintain high retention rates
• Collaborate with internal teams (Product, Engineering, Support) to advocate for customer needs and resolve issues
• Regular business review presentations to customer executive teams demonstrating ROI and impact

Necessary Qualifications

• 7+ years of customer success experience, with at least 4 years managing enterprise accounts ($250K+ ARR)
• Based in or willing to relocate to the San Francisco Bay Area
• Willingness to travel (~20%) to spend critical face-to-face time with enterprise customers
• Proven track record of managing technology relationships with large enterprises
• Experience building senior relationships and presenting to executive audiences
• Strong commercial acumen and track record of driving renewals
• Excellent analytical and problem-solving abilities
• Outstanding communication and presentation skills
• Experience with change management and driving adoption in large organizations
• Bachelor's degree required

Preferred Qualifications

• Experience with HR, employee benefits and leave management
• Knowledge of HR/insurance technology ecosystem
• Experience building Customer Success teams and programs at earlier stage start-ups
• Experience working with Fortune 500 HR teams
• Enterprise SaaS experience

What Success Looks Like

• Establish comprehensive customer success playbook and processes
• Achieve 95%+ retention rate across initial customer base
• Implement customer success platform and establish reporting frameworks
• Create scalable onboarding and engagement programs
• Build strong customer advocacy program with 5+ reference customers
• Define hiring plan and growth strategy for CS team

** NOTE - this role will begin as remote but will transition to a hybrid role with onsite required 2 days per week.

Job Type: Full-time

Pay: $130,000.00 - $180,000.00 per year

Location:

• San Francisco Bay Area, CA (Required)

Ability to Commute:

• San Francisco Bay Area, CA (Required)

Work Location: Remote