Why This Job is Featured on The SaaS Jobs
Enterprise Customer Success Manager roles sit at the centre of the SaaS value loop: adoption drives retention, and retention funds product investment. This listing is notable for its explicit focus on named/strategic enterprise accounts, where success is shaped less by single-feature enablement and more by multi-stakeholder alignment, governance, and measurable outcomes across a customer’s organisation.
From a SaaS career perspective, the remit spans the full post-sales lifecycle—onboarding, training, adoption, renewals risk management, and executive business reviews—while partnering closely with Sales, Product, Engineering, and Finance. That cross-functional exposure is particularly transferable in subscription businesses, where customer health signals, escalation handling, and “voice of customer” feedback loops increasingly influence roadmap decisions and commercial strategy.
This role best suits a practitioner who enjoys structured account planning, consultative communication with senior stakeholders, and coordinating complex workstreams such as integrations and internal customer subteams. It also aligns with someone who prefers measurable progress—health checks, success metrics, and regular review cadences—and who is comfortable translating between business objectives and platform capabilities in an enterprise SaaS environment.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
As an Enterprise Customer Success Manager, you will be a trusted advisor to key named/strategic customers, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle. You’ll be responsible for understanding customer requirements, implementing and onboarding new customers, conducting product training, driving adoption and retention, and ensuring ongoing satisfaction. You will work with our customer C-Suite and executive teams, as well as our program counterparts to drive a successful program.
This role works with stakeholders across the company in Sales, Support, Marketing, Product, Engineering, and Finance.
What You'll Do:
- Manage all post-sales activity for Enterprise customers through strong relationship-building, product knowledge, planning, and execution
- Manage complex integration cycles, relationship, with each Enterprise customers; developing key relationships and executing within customer subteams (Finance, HR, etc.)
- Develop a trusted advisor relationship with customers (C-suite) to ensure goals are aligned from a business strategy perspective and success metrics are identified
- Work closely with your Account Executive counterpart to develop a joint success plan for your customers
- Constantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn
- Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention
- Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
- Increase customer retention and ensure alignment by conducting regular check-in calls and Quarterly & Strategic Business Reviews
- Work closely with Product and Engineering on identification/tracking of enhancement requests
- Handle escalations and work across teams to resolve issues
- Improve upon our existing approaches to customer engagement and account management leveraging our CS platform
What We're Looking For:
- 5+ years of experience in Enterprise Customer Success Management
- Excellent project management and organizational skills in a high pressure environment, working with high value customers
- Be able to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
- Attention to detail is a must
- High energy, go-getter with fresh ideas who takes the initiative to get things done
- Bachelor’s degree preferred or similar working experience
