We are seeking an Enterprise Customer Success Manager to own and nurture relationships with our enterprise-sized customers. In this role, you will serve as a trusted advisor to C-suite executives and senior stakeholders, driving measurable business outcomes and ensuring long-term partnership success. You will manage a portfolio of enterprise accounts representing ~$2.5M in ARR.

Responsibilities

Account Ownership

Own the end-to-end customer relationship for a portfolio of 50-70 enterprise accounts
Develop and execute account success plans aligned with each customer's business objectives and hiring outcomes
Build and maintain relationships across customer organizations, from day-to-day users to HR and TA leadership
Serve as the primary point of accountability for customer health, adoption, retention, and expansion

Business Value & Outcomes

Partner with customers to define success criteria and measurable outcomes tied to their use of Criteria's platform
Conduct regular business reviews that articulate realized value, product utilization, and forward-looking priorities
Translate usage data and product capabilities into clear business impact narratives
Identify adoption gaps and coordinate resources to close them

Revenue Stewardship

Own gross revenue retention (GRR) and influence net revenue retention (NRR) for your portfolio
Partner with Client Account Executives to identify and surface expansion opportunities
Lead renewal strategy and execution, engaging early to flag risk and support on-time renewals
Support business cases for additional product investment when expansion opportunities are identified

Cross-Functional Orchestration

Route support, implementation, and product inquiries to the right internal resource; keep the customer informed throughout
Act as the voice of the customer internally, surfacing patterns that inform product and go-to-market decisions
Collaborate with Account Management on account strategy for shared accounts

Risk Management

Proactively identify adoption barriers, sentiment shifts, and churn risk through data and relationship signals
Develop and execute risk mitigation plans with clear timelines and ownership
Maintain accurate renewal forecasting and account health documentation in ChurnZero and Salesforce

Requirements

To be successful in this role the incumbent will demonstrate the following:

3+ years in Enterprise Customer Success, Account Management, Management Consulting, or Sales at a B2B SaaS or technology company
Proven track record of 95%+ gross retention and net expansion in enterprise segments
Experience navigating complex, matrixed organizations with extended sales and renewal cycles
Financial fluency. Comfortable with P&L discussions, TCO, ROI, and building executive-level business cases
Demonstrated ability to build trusted advisor relationships with C-suite and VP-level executives
Exceptional communication and presentation skills with executive audiences
Strong analytical capabilities. Able to synthesize usage data, health scores, and business metrics into actionable insights
Experience developing and executing multi-year strategic account plans tied to measurable outcomes
Proficiency with CS platforms (ChurnZero), CRM (Salesforce), and BI tools
Familiarity with enterprise procurement, legal, and security review processes

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