Customer Success Manager, Enterprise (East Coast)

Required

• You've managed the full Enterprise customer lifecycle, from onboarding to renewal. You've owned expansion and renewal metrics (NRR, GRR) and can point to measurable lifts in adoption, retention, or customer satisfaction.
• You've supported global, multi-continental organizations (10K+ employees), multi-threaded across business units, and you've navigated their procurement processes and the complexity of deploying at that scale.
• You can credibly advise leaders on business transformation, and you use AI regularly in your own daily work. Prior consulting or change management experience with large-scale transformation projects is a plus.
• You understand the personas we sell to, such as finance, IT, and client services leaders, and can speak to what they care about.
• You're comfortable working through complex technical issues, alongside technical resources where needed (e.g., SCIM/IDP deployments), and you take full ownership of resolution rather than handing it off.
• You can prioritize across competing accounts and milestones using systematized plays, while still going deep with the right stakeholders rather than just maximizing touchpoints.
• You're data-driven, using insights to identify opportunities and influence decisions.
• You're proactive and entrepreneurial, with a bias toward action, ownership, and high-velocity execution.
• You're energized by ambiguity and love building scalable processes in a fast-growing, high-performing environment.
• You know when it's most effective to collaborate in person with key stakeholders, and how to drive effective in-person meetings.
• This role is not for you if
• You're not comfortable navigating complex, matrixed organizations or managing relationships across end-user champions AND executive sponsors.