Senior Strategic Customer Success Manager

Job Summary

As a Senior Strategic Customer Success Manager, you will work with Enable’s (including Flintfox) largest and most complex customers to drive strategic growth across complex enterprise environments. This role requires building multi-threaded executive relationships, leading global account strategy, and elevating customers into long-term strategic partnerships by delivering value through positive business outcomes.

You will own and execute the success strategy for your focused portfolio. You will champion strategic account planning excellence, joint executive sponsorship, thought leadership engagement, cross-functional orchestration, and a relentless focus on client success and value delivery.

 

This is a highly visible role, responsible for building trusted executive relationships, and developing Enable’s largest customers into long-term strategic partners. You will work across Enable to help customers realize measurable value, strengthen retention, and identify opportunities for sustainable account growth.

 

Duties and Responsibilities:

Global Account & Customer Success Leadership

• Serve as the Global Organizational Client Touch Point, owning executive alignment across regions and business units.
• Build deep, trusted relationships with C-level executives, stakeholders and economic buyers, and be trusted as your customers’ strategic advisor to ensure retention and secure expansions.
• Establish and maintain joint executive sponsorship programs to elevate Enable from vendor to strategic partner.
• Develop champions and strengthen influence across the power structure within each account.
• Continuously learn and upskill yourself to become a rebate and pricing industry expert your customers can rely upon for best practices.

 

Strategic Account Planning & Command Center Execution

• Lead comprehensive, multi-threaded account plans incorporating champion mapping, whitespace analysis, opportunity strategy, and executive cadence.
• Maintain accurate customer records, renewal and expansion forecasts in customer success platforms including Hook, Salesforce, and Clari.
• Execute disciplined MEDDPICC qualification and Force Management methodology.
• Develop Lighthouse customers into strategic advocates that strengthen Enable’s market and category position.
• Develop and execute account strategies that support product adoption, retention, renewal and expansion.
• Monitor and communicate measurable value realization and platform adoption to both external clients and internal stakeholders. Directly maintain and, where required, drive product adoption and value for post-implementation stage customers.

 

Retention & Expansion Growth

• Consistently exceed GRR and NRR quota through retention and expansion of existing clients.
• Partner with the Sales team to identify and convert Customer Success Qualified Leads (CSQLs) into expansion opportunities.
• Drive whitespace penetration and multi-entity expansion within global enterprises.
• Drive Customer Loyalty and Satisfaction by proactively seeking out advocacy opportunities and managing the NPS and CSAT metrics for your assigned customers.
• Identify expansion opportunities, upsell, and renewal by understanding customer needs and aligning them with our product roadmap.
• Identify at-risk accounts early and develop strategies to mitigate churn.

 

Global Cross-Functional Collaboration

• Foster collaboration across Sales, Solutions Consulting, Customer Success, Enterprise Services, Architects, COE, Product Management, and Marketing to gather feedback and advocate for client needs and strategic priorities.
• Mobilize executive sponsors, thought leaders, and cross-functional experts to bring the full value of Enable to Lighthouse customers.
• Deliver a white-glove customer experience through proactive, personalized engagement and seamless cross-functional coordination for high-value strategic customers.

 

Executive Presence & Strategic Influence

• Demonstrate strong executive presence in board-level and C-suite conversations.
• Articulate business value, ROI, risk mitigation, operational efficiency, and strategic agility.
• Lead executive exchanges grounded in trust, open communication, and mutual value creation.
• Position Enable as a strategic advisory partner.