Manager of Customer Success (Enterprise)

Lead a team of 4–5 Customer Success Managers (likely scaling to 7), fostering accountability, collaboration, and high performance. Translate segment and company goals into clear execution plans, ensuring consistent delivery of Customer Success best practices. Enable your team through active coaching, joint customer calls, shadow sessions, and run structured 1:1s to build skills and confidence. Drive performance management by setting expectations, delivering feedback, and supporting career development in partnership with People Success. Collaborate with Go-to-Market peers to oversee portfolio priorities and account health across the Enterprise segment. Build relationships with senior stakeholders in key accounts, joining QBRs, solutioning sessions, and executive meetings to ensure strategic alignment. Act as the primary escalation point for complex customer issues, partnering cross-functionally to drive swift resolution. Own financial and operational targets (NRR, churn, CSAT) and ensure consistent execution of the Enterprise customer lifecycle. Identify blockers to success and propose cross-functional solutions in collaboration with peers and leadership. Champion change management and operational improvements across the Enterprise CS organization. Work in a fast-paced, high-trust environment where feedback is direct, growth is constant, and kindness leads collaboration.