Customer Success Manager - Enterprise

Role Description As an Enterprise Customer Success Manager, you are the strategic owner of customer outcomes, value realization, and commercial success for Kahuna's largest and most complex enterprise customers. You are accountable for post-go-live adoption, retention, renewals, and expansion, ensuring customers achieve sustained value aligned to their business objectives. You serve as a trusted advisor to executive and operational stakeholders, translating workforce strategy into measurable outcomes through structured Success Plans, executive reviews, and value-based engagement. You partner closely with Implementation Specialists to ensure a seamless transition from implementation to long-term success. This role requires strong strategic account management skills, multi-threaded stakeholder engagement, and the ability to lead complex enterprise relationships across multiple sites, regions, and business units. Key Metrics NRR, GRR, renewal forecast accuracy, time-to-value, executive sponsor coverage, success plan completion, and expansion contribution. Responsibilities Customer Value & Lifecycle Ownership Own the post-go-live customer lifecycle for assigned enterprise accounts, including adoption, value realization, retention, renewals, and expansion. Develop and maintain structured Success Plans aligned to customer business objectives, industry requirements, and executive priorities. Ensure customers achieve measurable outcomes tied to safety, compliance, operational readiness, workforce capability, and training effectiveness. Partner with customers to evolve workforce capability strategies through adoption of Kahuna best practices, industry expertise, and measurable business outcomes. Develop customer-defined business cases using the customer's own success metrics and ROI evidence, structured for their economic buyer and internal approval processes. Strategic Account Management Serve as the primary strategic advisor for enterprise customers, building trusted relationships across executive sponsors, operational leaders, and functional stakeholders. Lead executive-level business reviews and strategic value discussions, clearly articulating progress, outcomes, risks, and next-phase opportunities. Maintain deep understanding of customer organizational changes, initiatives, and priorities to proactively manage risk and identify growth opportunities. Proactively map stakeholder influence across the customer organization, identifying relationship gaps and expanding executive engagement to reduce retention risk. Independently assess complex customer situations, determine the appropriate strategy, and drive resolution across internal teams. Leverage AI-generated health insights, executive briefings, and customer intelligence while applying independent judgment to account strategy and customer engagement. Adoption & Value Realization Drive sustained adoption of the Kahuna platform following implementation, ensuring customers fully leverage licensed capabilities and agreed use cases. Monitor customer health, usage, and outcome indicators, proactively addressing adoption risks and gaps. Renewal & Expansion Ownership Own renewal strategy and execution for assigned accounts, including risk identification, mitigation planning, and executive alignment. Identify and develop expansion opportunities in partnership with Sales, aligned to demonstrated value, customer readiness, and strategic priorities. Own an accurate renewal and expansion forecast and lead commercial strategy through renewal in partnership with Sales. Identify whitespace opportunities across Kahuna's product portfolio by understanding customer objectives, adoption maturity, and evolving business priorities. Partnership with Implementation & Internal Teams Assume ownership following go-live, ensuring a clean transition from implementation to ongoing Customer Success engagement. Act as the voice of the customer post go-live, influencing Product, Engineering, and internal stakeholders based on validated customer outcomes and needs. Lead cross-functional account strategy by aligning Product, Support, Implementation, Sales, and Executive Leadership around customer priorities. Customer Advocacy & Thought Leadership Support customer advocacy initiatives, including participation in case studies, reference programs, and peer forums, in collaboration with Marketing. Develop executive champions who actively advocate for Kahuna during renewal, expansion, procurement, and organizational change. Requirements Experience: 7+ years managing strategic or enterprise SaaS customers with responsibility for renewals, executive engagement, and commercial growth. Proven success owning and growing large enterprise accounts, including responsibility for renewals, retention, and expansion. Demonstrated ability to operate as a trusted advisor to senior customer stakeholders, including Directors, VPs, and executive sponsors. Strong experience developing and executing Success Plans tied to measurable business outcomes and executive priorities. Ability to lead complex, multi-site, multi-region enterprise relationships with competing priorities and stakeholders. Strong business acumen with the ability to translate customer strategy into adoption plans, value metrics, and commercial outcomes. Experience partnering cross-functionally with Sales, Product, Engineering, and Implementation teams in a scaled SaaS environment. Exceptional written and verbal communication skills, including executive-level presentations, value reviews, and strategic business discussions. Highly organized and proactive, with a bias toward ownership, accountability, and follow-through. Experience managing enterprise accounts with 5,000+ users or multi-site global deployments. Demonstrated ability to operate as an AI-augmented CSM, using AI tools to scale outreach, prepare executive reviews, and surface risk signals, while maintaining editorial quality on all customer-facing output. Comfortable treating AI-generated drafts, playbooks, and risk signals as a starting point rather than a finished answer, applying independent judgment to adapt them to account situations that don't fit a template. Core Competencies Customer Value & Outcome Orientation Executive Presence & Influence Strategic Account Management Commercial Ownership Renewal & Expansion Leadership Analytical Thinking & Decision-Making AI Literacy & Augmented Workflow Management Cross-Functional Collaboration Customer Advocacy Risk Identification & Mitigation Trust Building & Relationship Management Benefits Health Care Plan (Medical, Dental & Vision) 401(k) Life Insurance (Basic, Voluntary & AD&D) Paid Time Off Family Leave (Maternity, Paternity) Short Term & Long Term Disability Training & Development Hybrid Work Administrative Details Location: Houston, Texas (Hybrid work environment) Employment Type: Full-Time Travel: As needed for customer onsite engagements and strategic meetings Work Authorization: Must be authorized to work in the U.S. without restrictions Education: Bachelor's degree required; Master's degree preferred (Business, Management, or related field) #J-18808-Ljbffr