Senior Customer Success Manager (Remote)

Job Description

Job Description

* Seeking Remote Candidates

As a Senior Customer Success Manager (CSM) at ENow, you will serve as the primary strategic partner for a portfolio of enterprise customers, owning the post-sale relationship from onboarding through renewal and expansion. This role is designed for a customer-focused professional who is equally comfortable building trusted relationships and driving measurable commercial outcomes.

Customer Success at ENow is directly accountable for retention, expansion influence, and long-term account growth. You will be empowered—and expected—to proactively identify risks and opportunities, align ENow’s solutions to customer objectives, and ensure customers realize tangible business value. A meaningful portion of total compensation is tied to performance outcomes such as renewal success, net revenue retention (NRR), and customer adoption.

This is a fully remote role within the United States, with close collaboration across Sales, Product, Engineering, and Support.

Key Responsibilities

• Own customer retention and renewal outcomes across a defined book of enterprise accounts, with performance measured against gross and net revenue retention targets.
• Serve as the primary point of contact and trusted advisor for customers, building strong relationships with IT, security, and business stakeholders.
• Lead onboarding and adoption efforts, ensuring customers achieve value quickly and continue to expand their usage of ENow’s solutions.
• Develop and execute account success plans that tie customer goals, usage, and milestones directly to renewal and growth outcomes.
• Proactively identify expansion opportunities, partnering with Sales and leadership to drive incremental revenue aligned to customer value.
• Conduct regular health checks, success reviews, and executive touchpoints to anticipate risks, surface opportunities, and reinforce ROI.
• Act as the voice of the customer internally, advocating for customer needs and providing feedback to Product and Engineering to influence roadmap decisions.
• Manage escalations and complex issues with urgency and empathy, partnering cross-functionally to deliver timely resolution.
• Forecast and report on account health, renewal risk, and expansion opportunities, maintaining clear visibility into revenue performance.
• Contribute to the development of scalable Customer Success processes, playbooks, and best practices as ENow continues to grow.

About You

You’ll be successful in this role if you:

• Are motivated by clear goals, measurable outcomes, and performance-based incentives.
• Take personal ownership of customer revenue outcomes—not just activity or engagement.
• Balance strong customer advocacy with commercial accountability.
• Are comfortable operating in a role where compensation meaningfully reflects impact.
• Thrive in a remote-first environment, communicating clearly and proactively across distributed teams.
• Enjoy working in a growth-stage company where structure is evolving and initiative is valued.

Qualifications

Required:

• 3–4+ years of experience in Customer Success, Account Management, Technical Account Management, or a similar customer-facing role within SaaS or enterprise software.
• Strong familiarity with Microsoft ecosystems, including Microsoft 365, Entra ID, Azure, and related identity, security, or infrastructure concepts.
• Experience working directly with—or selling into—IT and Information Security teams, with an understanding of their operational and security priorities.
• Demonstrated success in roles where performance was tied to retention, expansion, or revenue-related outcomes.
• Proven ability to manage executive-level relationships and influence decision-makers in a remote setting.
• Strong written and verbal communication skills, with excellent organization and follow-through.
• Comfort working cross-functionally with Sales, Product, Engineering, and Support teams in a distributed environment.
• Ability to travel on a monthly or more frequent basis (approximately 20% of the time) to meet with customers in person for on-site visits and conferences.

Preferred:

• Bachelor’s degree in Business, Information Technology, Computer Science, or related field.
• Experience in a high-growth or early-stage SaaS environment.
• Familiarity with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, Totango).
• Background in cybersecurity, identity management, or enterprise IT operations.

Compensation & Incentives

The salary range for this role is $90,000 - $100,000. This position also offers significant earning potential through on-target earnings (OTE). ENow offers a competitive total rewards package which includes base salary and a comprehensive benefits & perks package. Exact compensation is determined based on a number of factors including experience, skill level, location, and qualifications which are assessed during the interview process. Additional details about total compensation and benefits will be provided by our Recruiting Team during the hiring process. In addition to the salary range listed, this role offers a meaningful, performance-based variable component. A significant portion of total compensation (typically around 30%) is tied to measurable outcomes such as customer retention, net revenue retention (NRR), adoption milestones, and strategic account impact. Top performers are rewarded for ownership, execution, and delivering real value to customers.