Enterprise Customer Success Manager

Key Responsibilities:

• Own a named portfolio of Premier and Strategic accounts globally, co-owning renewals and expansion with the AE.
• Build and maintain executive-level relationships and run QBRs with commercial framing.
• Monitor account health, escalate risks early, and coordinate with cross-functional teams.

Qualifications:

• Significant management of complex B2B accounts at senior level, with executive presence.
• Background in shipping or global trade strongly preferred; commercially fluent.
• Familiarity with Salesforce or equivalent CRM; clear communication skills.

What Success Looks Like:

• No renewal or escalation surprises; executive relationships strong enough to hold during challenges.
• Net Revenue Retention at or above target; expansion pipeline contributed with Sales.
• Customer insights flow into QBRs, product feedback, and internal planning.