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Massachusetts, United States
Remote only
We're committed to bringing passion and customer focus to the business.
Job Summary
We are seeking an Enterprise Customer Success Manager (CSM) to manage and grow relationships with high-value customers, driving measurable outcomes and long-term success. In this role, you will lead onboarding, accelerate adoption, and develop success strategies aligned to customer business objectives.
As an Enterprise CSM, you will operate as a strategic partner to both operational and mid-to-senior level stakeholders, guiding customers toward best practices and value realization. You will collaborate cross-functionally to ensure a seamless customer experience while identifying opportunities for retention and growth.
This role is ideal for someone who combines strong execution with emerging strategic thinking and is ready to operate with greater ownership across complex accounts.
Responsibilities
Customer Strategy & Value Delivery
Develop and execute customer success plans aligned to business goals, use cases, and desired outcomes.
Lead onboarding and adoption initiatives to accelerate time-to-value and deepen product utilization.
Build a strong understanding of customer workflows, priorities, and KPIs to guide effective solution usage.
Relationship Management
Build and maintain relationships with key stakeholders across business and technical teams.
Lead regular business reviews (QBRs) and customer touchpoints to track progress, align on goals, and demonstrate value.
Act as a trusted advisor by proactively identifying challenges and recommending solutions.
Retention, Expansion & Renewals
Partner with Sales and Account teams to identify expansion opportunities and support account growth.
Monitor account health, identify risks early, and execute mitigation strategies to support retention.
Contribute to renewal planning by reinforcing value realization and aligning on future goals.
Cross-Functional Collaboration
Work closely with Product, Support, and Services teams to resolve issues and improve the customer experience.
Provide structured customer feedback to inform product improvements and roadmap discussions.
Contribute to improving internal processes and playbooks that scale Customer Success efforts.
Data & Insights
Analyze usage data, adoption trends, and KPIs to identify risks and opportunities.
Deliver actionable insights and recommendations to customers based on data.
Support customers in measuring ROI and business impact from solutions.
Qualifications
Bachelor’s degree or equivalent experience required
5–7+ years of Customer Success, Account Management, or related experience
Experience managing mid-to-large enterprise or complex accounts
Strong communication and presentation skills, with experience engaging multiple stakeholder levels
Ability to translate customer goals into actionable success plans
Proficiency with tools such as Salesforce, Gainsight, or similar platforms
Demonstrated ability to drive adoption, retention, and customer satisfaction
Self-starter who can manage multiple accounts and priorities with moderate autonomy
Background in Media & Entertainment or familiarity with content creation 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!
