Customer Success Manager

Customer Success Manager

Full-time • Remote

About Deeto

Deeto is transforming how B2B companies grow by turning their customers into their most powerful growth engine. Our AI-powered voice of customer (VoC) platform makes it effortless for companies to capture, organize, and activate authentic customer voices—delivering the right proof points at the right moment to accelerate deals and build trust at scale. Backed by leading investors including Jump Capital and UpWest, we've raised $17M to date and are scaling rapidly across North America and Europe. We're building the future where customer voice is as core to go-to-market as your product itself.

About Role

As a Customer Success Manager focused on mid-market and enterprise accounts at Deeto, you'll be the strategic partner to some of the most sophisticated B2B organizations transforming how they leverage voice of customer (VoC). You'll manage a portfolio of 25-30 high-value accounts, serving as a trusted advisor to multiple stakeholders and teams across Revenue, Marketing, and Customer Success functions.

This isn't your typical CSM role – you'll help enterprise customers design and scale enterprise-grade VoC programs that turn their happiest customers into revenue-generating assets. You'll navigate complex organizational structures, orchestrate cross-functional and cross-company activation, and ensure these programs deliver measurable ROI at scale. From Fortune 500 companies to fast-growing tech unicorns, you'll guide them from initial implementation through strategic expansion.

Responsibilities

Drive Strategic Customer Success

• Own the end-to-end customer journey for a portfolio of 25-30 mid-market and enterprise accounts, from executive onboarding through renewal and expansion.
• Serve as the primary strategic advisor to multiple stakeholders and teams on VoC strategy and program design.
• Develop executive relationships and become a trusted partner in their broader VoC collection strategy, internal usage, and implementation, as well as go-to-market transformation.
• Lead quarterly business reviews with senior leadership that demonstrate strategic value, program ROI, and growth opportunities.
• Proactively monitor account health across complex organizational structures and implement sophisticated mitigation strategies for at-risk accounts.

Enable Enterprise-Scale Program Success

• Partner with enterprise customers to design and implement enterprise-grade VoC programs that align with complex GTM motions and organizational structures
• Orchestrate cross-functional and cross-company activation, coordinating across Sales, Marketing, Customer Success, Product, and RevOps teams.
• Guide customers through change management and internal adoption strategies to drive platform utilization across large, distributed teams.
• Develop customized success plans and playbooks tailored to each customer's industry, maturity level, and business objectives.
• Share strategic frameworks and best practices from other enterprise customers to accelerate time-to-value and program sophistication.
• Ensure seamless integration with enterprise tech stacks (e.g., Salesforce, HubSpot, Dynamics, Gainsight).

Drive Revenue Growth & Expansion

• Identify and execute on expansion opportunities within your portfolio, partnering closely with Account Executives to drive upsells and cross-sells.
• Achieve aggressive quarterly and annual gross revenue retention (GRR) and net revenue retention (NRR) targets.
• Build and maintain executive champions who advocate for Deeto internally and can influence budget decisions.
• Generate high-quality case studies, testimonials, and executive references from satisfied customers (yes, you'll be using Deeto to build Deeto's enterprise VoC program!)
• Negotiate renewals and expansions with procurement and legal teams.

Lead Cross-Functional Collaboration

• Partner with Product to communicate enterprise customer needs, feature requests, and strategic product insights that shape our roadmap
• Collaborate with Sales Engineering and Implementation teams to ensure seamless handoffs and complex deployment success
• Work closely with Marketing to develop enterprise customer content, executive webinars, and high-value VoC initiatives
• Contribute to enterprise CSM playbooks, processes, and best practices as we scale the team and move upmarket
• Serve as the voice of the enterprise customer internally, ensuring their needs drive strategic company decisions

Requirements

• 5+ years of Customer Success experience in B2B SaaS, with at least 3 years focused on mid-market and enterprise accounts ($50K+ ACV)
• Proven track record managing complex, multi-stakeholder accounts - you've successfully navigated matrixed organizations and orchestrated cross-functional and cross-company activation.
• Demonstrated success driving retention and expansion - you've consistently achieved 100%+ NRR and managed high six-figure to seven-figure customer portfolios.
• Strategic thinking paired with tactical execution excellence - you can develop account strategies with executives while ensuring flawless day-to-day execution with their teams.
• Deep familiarity with enterprise GTM tools and processes - expertise with Salesforce, enterprise CS platforms (Gainsight, Totango), and complex MarTech stacks
• Executive presence and communication skills - you're confident presenting to senior audiences, facilitating executive business reviews, and articulating ROI in business terms.
• Consultative and prescriptive approach - you don't just respond to requests; you proactively guide customers toward best practices and optimal outcomes
• Change management experience - you've helped large organizations adopt new tools, processes, and ways of working
• Data-driven and business-minded - you use metrics to guide strategy, demonstrate value, and build compelling business cases for expansion