Senior Enterprise Customer Success Manager

Job Summary 

We are seeking a Senior Enterprise Customer Success Manager (CSM) to lead value-driven partnerships with our large, high-impact enterprise customers. In this role, you will guide organizations through onboarding, drive adoption across teams, and ensure they achieve measurable outcomes and long-term success with our solutions. 

As a Senior CSM, you will engage with both operational and executive stakeholders, design strategic success plans, and act as a trusted advisor to help customers realize maximum value. You will also play a key role in shaping best practices across the CS organization, supporting cross-functional initiatives, and mentoring CSMs. 

This position is ideal for someone who excels in customer advocacy, strategic problem-solving, and relationship-building at scale. 

Responsibilities 

Customer Strategy & Value Delivery 

• Develop and execute comprehensive success plans aligning products and solutions with customer goals, business objectives, and long-term outcomes. 

• Drive efficient onboarding and increasing adoption to accelerate time-to-value and ensure meaningful business impact. 

• Understand customers’ business models, priorities, KPIs, and use cases to guide them toward best practices and optimal utilization of our solutions. 

Relationship Management 

• Establish and maintain strong multi-threaded relationships across business and technical stakeholders. 

• Lead Quarterly and Executive Business Reviews (QBRs/EBRs) that clearly communicate progress, value realization, and future opportunities. 

• Serve as a reliable, consultative partner who supports customers through challenges and proactively identifies areas for improvement. 

Expansion & Renewal Partnership 

• Collaborate closely with Sales and Account Management to identify expansion opportunities, whitespace, and upsell/cross-sell potential. 

• Participate in renewal planning by identifying risks early, supporting mitigation strategies, and clearly demonstrating product value. 

• Ensure customers have the insights, resources, and strategic guidance required for long-term retention and growth. 

Cross-Functional Collaboration 

• Work with Product, Engineering, Support, and Services teams to influence roadmap discussions, advocate for customer needs, and help improve the end-to-end customer experience. 

• Provide structured customer feedback that helps improve product usability, adoption, and customer satisfaction. 

• Contribute to internal processes, playbooks, and programs that enhance the scalability and efficiency of the Customer Success organization. 

Data & Insights 

• Analyze usage trends, KPIs, and adoption patterns to uncover opportunities for optimization and increased value. 

• Use data to guide customer strategies and deliver actionable insights to stakeholders at all levels. 

• Help customers measure and articulate ROI derived from the company’s solutions. 

Leadership & Mentorship 

• Provide guidance and mentorship to CSM peers, helping elevate team execution. 

• Support internal initiatives such as onboarding programs, training materials, or process improvements. 

• Serve as a role model for customer-centric behavior and strategic account leadership. 

Qualifications 

• Bachelor’s degree or equivalent experience required. 

• 7–10+ years of Customer Success, Account Management, or related experience engaging with large enterprise customers. 

• Proven ability to manage complex customer relationships with both technical and business stakeholders. 

• Strong communication, facilitation, and executive presentation skills. 

• High technical aptitude and familiarity with Salesforce, Gainsight, or other CSM/CRM tools. 

• Demonstrated success driving adoption, retention, and business value in enterprise environments. 

• Self-driven, proactive, and comfortable leading strategy and execution with minimal oversight. 

• Experience in Media & Entertainment or familiarity with music/video production workflows is a plus. 

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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!