Customer Success Manager

Job Description

Customer Success Manager — Confidential Client

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About the Opportunity

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A growing enterprise software company is hiring a Customer Success Manager to lead its most important customer relationships. This is a client-facing, outcomes-driven role: you'll be the person large organizations turn to as they roll out process automation powered by AI, robotic automation, and modern data tools. Success in this seat means becoming genuinely fluent in each customer's business, not just the technology they've purchased, and using that fluency to keep them moving toward real results.

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The strongest candidates will be comfortable holding relationships at multiple altitudes at once: a hands-on project lead one meeting, a C-suite sponsor the next. You'll be expected to read a customer's trajectory, spot where things could stall, and act before that happens.

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Where You'll Work

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This is an in-office role based at company headquarters, with an expectation of 4 to 5 days per week on-site. The company has deliberately built its culture around in-person collaboration and believes that proximity, both to colleagues and to customers, is part of what makes its teams effective. Time in the office is also when the team celebrates wins together and stays tightly aligned across functions.

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Core Responsibilities

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• Partner with customers to define what success actually looks like for them, then turn that into a concrete, prioritized plan you help drive to completion.
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• Coach customers toward self-sufficiency, so they can build, manage, and scale their own solutions over time rather than depending on outside support indefinitely.
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• Act as a credible, trusted advisor by consistently connecting the platform's capabilities back to each customer's shifting business priorities.
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• Spot whitespace for the customer to expand their use of the platform, and build the business case, backed by real data, to support further investment.
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• Keep a constant read on account health; get ahead of risk before it threatens adoption or renewal.
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• Build and maintain joint success plans and roadmaps that customers can see measurable progress against.
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• Continuously deepen your own knowledge of the product, implementation approach, and field-tested best practices so you can advise with authority.
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• Bring forward ideas, including AI-driven ones, that meaningfully improve how customers operate.
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• Move comfortably between technical conversations and executive ones without losing precision in either.
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• Work well with colleagues and outside partners alike, mentor others on the team, and champion agile ways of working.
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Required

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• A bachelor's degree, technical fields preferred.
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• 10+ years of experience across technology or technical consulting roles.
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• A demonstrated history of being the advisor customers actually trust, with real business outcomes to show for it.
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• Fluency in how enterprise platforms and systems get applied to solve real operational problems.
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• Polished communication and presentation skills that work equally well with engineers and executives.
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• Sharp organizational and project management instincts, with genuine attention to detail.
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• Direct experience operating within agile development environments.
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• Willingness to travel roughly 25% of the time on average, with busier stretches in some months.
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Preferred

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• 5+ years specifically in customer success, program management, account management, or advisory work.
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• Hands-on experience implementing, configuring, deploying, or testing SaaS or PaaS solutions.
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• A working understanding of system integration, data architecture, or enterprise architecture.
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