About the Opportunity

We are seeking an experienced Staff Customer Success Manager to join a high-growth enterprise SaaS organization that is transforming how businesses leverage cloud technologies and artificial intelligence to achieve measurable business outcomes. This strategic individual contributor role is designed for a senior customer success professional who excels at managing complex enterprise accounts, influencing executive stakeholders, and driving customer adoption, retention, and expansion across a diverse portfolio of strategic clients.

As a Staff Customer Success Manager, you will serve as a trusted advisor to executive-level customer stakeholders, partnering closely with Sales, Product Management, Professional Services, Technical Support, Engineering, Marketing, and Executive Leadership to ensure customers realize maximum value from our solutions. You will lead customer success planning, executive business reviews, adoption strategies, renewal planning, and risk mitigation initiatives while helping shape best practices that scale across the Customer Success organization.

The ideal candidate combines deep enterprise customer management experience with strong business acumen, strategic thinking, and exceptional relationship-building capabilities. Success in this role requires the ability to navigate complex customer environments, identify opportunities for growth, influence cross-functional teams, and deliver measurable business value that strengthens long-term customer partnerships.

This position offers the opportunity to work with some of the organization’s most strategic customers while helping define the future direction of customer success through leadership, innovation, and operational excellence.

Essential Duties and Responsibilities

• Manage a portfolio of strategic enterprise customers while serving as their primary trusted advisor.
• Develop and execute customer success strategies that drive product adoption, business value realization, retention, and long-term partnership growth.
• Build executive relationships with customer stakeholders and conduct strategic Executive Business Reviews (EBRs).
• Lead customer onboarding, success planning, implementation coordination, adoption initiatives, and renewal readiness activities.
• Monitor customer health metrics, product utilization, engagement trends, and business outcomes to proactively identify opportunities and risks.
• Develop success plans tailored to customer objectives, industry challenges, and organizational priorities.
• Collaborate with Sales to support account expansion, cross-sell opportunities, renewal forecasting, and strategic account planning.
• Partner with Product Management and Engineering to communicate customer feedback, feature requests, and product enhancement opportunities.
• Coordinate with Professional Services and Technical Support to ensure timely issue resolution and successful solution delivery.
• Lead customer escalations involving complex business or technical challenges while maintaining executive confidence.
• Analyze customer performance data and prepare strategic recommendations that improve customer outcomes.
• Contribute to customer success methodologies, operational processes, playbooks, and best practices.
• Mentor Customer Success Managers by sharing expertise, coaching on enterprise account management, and supporting organizational capability development.
• Maintain accurate forecasting, account documentation, success plans, and CRM records.
• Support customer advocacy initiatives, reference programs, case studies, and industry events.
• Drive continuous improvement initiatives that enhance customer experience, operational efficiency, and organizational scalability.

Job Qualifications and Requirements

• Bachelor’s degree in Business Administration, Information Technology, Marketing, Communications, or a related discipline.
• MBA or Master’s degree preferred.
• 8+ years of experience in Customer Success, Enterprise Account Management, Client Services, Technical Account Management, or SaaS consulting.
• Extensive experience managing large enterprise and strategic customer accounts.
• Proven success supporting enterprise SaaS, cloud computing, cybersecurity, AI, or technology solutions.
• Strong understanding of customer lifecycle management, adoption strategies, customer health frameworks, and renewal planning.
• Experience with Salesforce, Gainsight, Totango, ChurnZero, HubSpot, or other Customer Success platforms.
• Strong analytical skills with experience interpreting customer usage metrics and business performance data.
• Exceptional executive communication, negotiation, and stakeholder management capabilities.
• Demonstrated ability to influence cross-functional teams without direct authority.
• Experience supporting complex software implementations and digital transformation initiatives.

Personal Capabilities and Qualifications

• Strategic customer-first mindset with exceptional business acumen.
• Outstanding executive relationship management skills.
• Strong analytical and problem-solving capabilities.
• Excellent communication, presentation, and negotiation abilities.
• Ability to influence senior stakeholders across customer and internal organizations.
• Highly organized with exceptional project management skills.
• Adaptable within rapidly evolving technology environments.
• Professional integrity, accountability, and ownership.
• Collaborative leadership style with a passion for mentoring others.
• Commitment to delivering measurable customer business outcomes.

Strategic Support

The Staff Customer Success Manager serves as a strategic advisor responsible for strengthening executive customer relationships while driving adoption, retention, and long-term revenue growth across key enterprise accounts. This role partners with Executive Leadership, Sales, Product Management, Engineering, Professional Services, Marketing, and Customer Support to develop scalable customer engagement strategies that improve customer satisfaction and accelerate business value realization.

Through strategic account leadership, customer advocacy, operational excellence, and data-driven decision-making, this position directly contributes to customer loyalty, recurring revenue growth, product innovation, and the organization’s long-term success.

Working Conditions

• Hybrid work environment based in Austin, Texas.
• Standard Monday through Friday business schedule with flexibility to support global customer engagements.
• Regular collaboration with executive customer stakeholders and cross-functional leadership teams.
• Occasional domestic and international travel for customer meetings, executive business reviews, industry conferences, and strategic planning sessions.
• Fast-paced enterprise SaaS environment supporting global customers.
• Company-provided technology, collaboration platforms, and home office resources.

Job Function

The Staff Customer Success Manager is responsible for managing strategic enterprise customer relationships, developing customer success strategies, driving adoption and business outcomes, leading executive engagements, mitigating customer risk, supporting renewals and expansion opportunities, and contributing to the evolution of customer success best practices. This role ensures customers achieve measurable value while strengthening long-term partnerships that support sustainable business growth.

Compensation & Benefits

Compensation Package: $220,000 – $310,000 annually, based on experience, enterprise customer management expertise, SaaS industry knowledge, and overall qualifications.

Our comprehensive benefits package includes:

• Annual performance bonus
• Long-term incentive and equity awards
• Comprehensive medical, dental, and vision insurance
• 401(k) retirement plan with generous company matching
• Health Savings Account (HSA) and Flexible Spending Account (FSA)
• Flexible paid time off and company holidays
• Paid parental and family leave
• Home office and technology reimbursement
• Tuition reimbursement and professional development programs
• Leadership training and industry certification support
• Employee wellness and mental health resources
• Life, AD&D, and long-term disability insurance
• Employee Assistance Program (EAP)
• Employee stock purchase plan (where applicable)
• Career advancement opportunities within a rapidly growing global technology organization

Why Join Us

Joining our organization means becoming part of a company that places customer outcomes at the center of everything we do. We invest in cutting-edge technology, professional development, and collaborative leadership to empower our teams to deliver exceptional value to enterprise customers around the world.

As a Staff Customer Success Manager, you will influence strategic customer relationships, shape customer success best practices, and work alongside industry experts who are passionate about innovation, collaboration, and measurable business impact. If you are driven to help enterprise customers succeed while contributing to the growth of a world-class SaaS organization, we encourage you to join our team.