Enterprise Customer Success Manager

Job Description

REQUIREMENTS

• 7–10+ years of experience in Customer Success, Account Management, Strategic Accounts, or a similar client-facing role within SaaS, fintech, or another high-growth technology company
• Experience managing a book of ~50+ customers representing $2M+ revenue
• A strong track record managing complex, high-value enterprise relationships
• Experience building credibility and trusted relationships with senior executives
• The ability to understand a customer’s business objectives and connect them to product adoption, retention, and expansion
• Strong commercial instincts and comfort identifying and developing expansion opportunities
• Excellent problem-solving skills and the ability to bring structure to ambiguous or high-pressure situations
• The ability to coordinate across technical and business teams without losing momentum or accountability
• The range to lead a C-suite conversation in the morning and roll up your sleeves for a tactical troubleshooting session that afternoon

RESPONSIBILITES

• Own strategic enterprise relationships from post-sale through implementation, adoption, expansion, and renewal, with accountability for the overall health and growth of your portfolio
• Become a trusted advisor to executive, operational, and technical stakeholders by deeply understanding their businesses, priorities, and goals
• Build and execute customer success plans that connect product adoption to measurable business and revenue outcomes
• Drive adoption and expansion by identifying where our client can create additional value and turning those opportunities into action
• Lead high-impact executive business reviews focused on performance, insights, strategic priorities, open issues, and roadmap alignment
• Own the signal on customer health, proactively identifying renewal risk, expansion opportunities, and changes in customer sentiment before they become surprises
• Lead complex customer issues through resolution, partnering with Product, Engineering, Sales, and Compliance to diagnose problems, establish ownership, and keep customers informed
• Bring the voice of the customer into our client, turning what you hear into actionable insights that influence our product roadmap and GTM strategy
• Help us scale Customer Success, improving how we onboard, engage, support, and grow enterprise customers as Spinwheel grows
• Create customer advocates, identifying opportunities for references, case studies, testimonials, and other ways to showcase customer success

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