Enterprise Customer Success Manager

Remote (United States)

Job Details

Location: United States

Workplace: Remote

Employment Type: Full-time

Experience: 7+ years in Customer Success, Account Management, or a related software industry role

Core Areas: Enterprise Customer Success, SaaS Account Management, Customer Retention, Customer Success Planning, Customer Health Monitoring, Quarterly Business Reviews, ROI Analysis, Salesforce CRM

Compensation: $90,000–$110,000 per year base salary

Travel: Up to 25% domestic travel

About the Role

The Enterprise Customer Success Manager (Remote- US) is responsible for building and managing long-term customer relationships, improving customer satisfaction, increasing retention, and helping enterprise clients maximize the value of their software investments. This position focuses on proactive account management, customer success planning, customer health monitoring, quarterly business reviews, and identifying opportunities to strengthen and grow existing customer relationships.

The role supports a SaaS platform used in manufacturing operations and frontline digital transformation. Responsibilities include developing customer-specific success strategies, conducting return on investment (ROI) analyses, tracking product usage and retention metrics, and communicating customer feedback to internal teams. Success requires extensive software industry experience, knowledge of SaaS business models, Salesforce CRM proficiency, and the ability to manage complex customer relationships while coordinating with product development and leadership stakeholders.

What You'll Do

• Develop and maintain strong, long-term relationships with enterprise customers to improve satisfaction, engagement, and retention.
• Serve as the primary contact for customer inquiries, service concerns, and escalations, ensuring issues are addressed effectively.
• Conduct regular customer check-ins to assess account needs, identify challenges, and maintain engagement.
• Lead quarterly business reviews (QBRs) to evaluate customer objectives, software utilization, and the value delivered by the platform.

• Create and implement customer success plans tailored to individual client objectives, operational requirements, and business priorities.
• Monitor customer health and engagement to proactively identify improvement opportunities, potential risks, and areas for account growth.
• Coordinate with internal teams to address customer needs and ensure service delivery meets client expectations.
• Prepare return on investment (ROI) analyses that demonstrate the business value customers receive from their software investments.

• Monitor customer satisfaction and proactively resolve concerns that could negatively affect long-term retention.
• Identify satisfied customers who may participate in advocacy initiatives, provide testimonials, or generate referrals.
• Collect customer feedback and communicate actionable insights to product development teams to support continuous software improvements.
• Strengthen customer relationships through consistent engagement, issue resolution, and an understanding of evolving customer needs.

• Track and analyze customer success performance indicators, including customer satisfaction, retention, and product usage.
• Monitor customer health trends and use performance data to identify areas requiring additional engagement or improvement.
• Prepare regular reports and updates for leadership covering customer health, account performance, and customer success initiatives.

• Maintain current knowledge of software capabilities, product updates, industry developments, and emerging technologies.
• Participate in ongoing training and professional development to expand technical expertise and product knowledge.

Qualifications

Required Experience

• 7+ years of experience in Customer Success, Account Management, or a related customer-facing role within the software industry.
• Demonstrated success managing, maintaining, and growing customer relationships.
• Experience leading and managing Customer Success teams.
• Professional experience working with SaaS business models and software-based customer solutions.

Required Skills

• Strong understanding of Software as a Service (SaaS) business models, technology, and customer relationship management practices.
• Ability to develop and execute customer success plans that support customer objectives, account health, and long-term retention.
• Ability to manage customer inquiries, resolve issues, and address escalations using a proactive, solution-oriented approach.
• Proficiency with Salesforce CRM software and customer success management tools.
• Proficiency with Microsoft and Google productivity suites.
• Ability to evaluate customer needs, monitor satisfaction, and identify opportunities to strengthen and expand customer relationships.
• Strong analytical and problem-solving abilities, including a proactive approach to identifying and resolving customer challenges.
• Excellent written and verbal communication skills and the interpersonal ability to maintain productive client relationships.
• Ability to work independently while collaborating effectively with internal teams.

Education & Certifications

• Bachelor's degree in Business, Computer Science, Marketing, Communications, or a related field.

Preferred Qualifications

• Knowledge of the manufacturing industry and its operational environment.

Benefits

• Comprehensive medical, dental, and vision insurance.
• Retirement savings plan with employer matching contributions.
• Generous paid time off and paid holidays.
• Professional development, ongoing training, and career growth opportunities.
• Remote-friendly working environment.
• Monthly gym membership stipend.
• Home office setup stipend.
• Collaborative and supportive working environment.