Customer Success Manager, Enterprise Agency

Responsibilities:

• Serve as primary contact for enterprise agency customers, managing the full lifecycle from onboarding to renewal and expansion.
• Own a revenue pipeline, forecast renewals and expansion, and execute on-time contract renewals.
• Identify and mitigate churn risks, partner with cross-functional teams to resolve issues, and conduct regular business reviews.

Metrics for Success:

• Achievement of Gross and Expansion Revenue Retention targets, accurate forecasting, and strong customer health.
• Consistent performance against Customer Success KPIs, pipeline creation, and conversion of expansion opportunities.
• Effective communication, de-escalation of challenges, and proactive use of AI tools to improve productivity.

Qualifications:

• 5-8 years in Customer Success, Account Management, or sales within a B2B SaaS environment, preferably with agency customers.
• Proven experience owning revenue targets, managing complex renewal cycles, and driving expansion in enterprise accounts.
• Ability to leverage data, manage pipelines, demonstrate executive presence, and operate in a fast-paced, distributed environment.

Logistics:

• The role is fully remote within the US, with up to 10% travel for team and customer engagement, including an expected annual company offsite.