Enterprise Customer Success Manager - US

We are on the lookout for an experienced Enterprise Customer Success Manager to join our dynamic B2B SaaS company that’s revolutionising the way businesses operate in a nascent market! Imagine being at the forefront of change as our customers transition from outdated manual processes—think spreadsheets, emails, and folders—to harnessing the power of our cutting-edge GRC Automation tool. In this pivotal role, you will be the guiding force for enterprises embarking on an exciting journey of transformation, helping them unlock new levels of efficiency and success as they adopt our solutions for the very first time. Ownership of GRR and Book of Business (BOB): Take full ownership of a portfolio of high-value mid-market accounts, driving Gross Revenue Retention (GRR) by ensuring customer satisfaction, renewals, and expansion opportunities (upsell and cross-sell). Ensures customers achieve their desired outcomes by providing technical guidance, solution implementation, and ongoing product adoption support. Oversee planning and execution of client GRC transformation programs, collaborating with internal product and delivery teams to align project outcomes with customer business goals. Engage directly with CISOs, CIOs, and senior stakeholders as a strategic advisor, sharing actionable insights on security, compliance, and best practices to build long-term partnerships. Proactively track and improve leading KPIs such as NPS, product adoption, usage depth, and engagement trends to ensure customer health and preempt risks. Lead Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs), presenting outcomes, value realized, and aligning on future strategies with both operational and executive stakeholders. Act as a subject-matter expert (SME) within the CS team, mentoring other CSMs in handling complex customer scenarios, improving internal processes, and shaping playbooks for scale.