Enterprise Customer Success Manager

Enterprise Customer Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Enterprise Customer Success Manager based in India.

This is a senior, high-impact opportunity for a customer success professional who thrives in complex enterprise environments. You will own relationships with strategic accounting firms and high-value enterprise clients, acting as a trusted advisor to executive stakeholders. The role combines strategic account management, customer success, consultative selling, and revenue expansion. You will develop tailored success plans, drive adoption across large client networks, and demonstrate measurable business value through executive business reviews. Your work will directly influence net revenue retention, expansion revenue, and the long-term health of strategic accounts. This is an ideal role for an experienced CSM who can build strong partnerships while identifying and converting meaningful growth opportunities.

Accountabilities:

• Own a portfolio of enterprise and national accounting firm partners, serving as the primary relationship owner and trusted strategic advisor at the executive level.
• Develop and execute customized account success plans aligned with customer objectives, adoption goals, and business growth opportunities.
• Drive deep platform adoption across firm leadership and their broader client base, increasing payment volume, feature utilization, and overall customer value.
• Lead executive business reviews and strategic meetings, presenting ROI, performance insights, product roadmaps, and opportunities for expansion.
• Identify, develop, and close upsell and cross-sell opportunities across the portfolio while carrying an expansion revenue target with commission tied to growth.
• Manage complex onboarding and implementation programs for large firms, coordinating closely with sales, product, support, finance, and other internal teams.
• Act as the voice of enterprise customers internally, translating customer feedback and market needs into recommendations that can influence product priorities and go-to-market strategies.
• Proactively identify customer health risks, develop mitigation plans, and take action to protect and grow net revenue retention.
• Coordinate cross-functional efforts to resolve escalations efficiently and maintain a consistently high standard of enterprise customer experience.
• Build long-term relationships with key stakeholders through strategic planning, regular engagement, and periodic on-site meetings.
• Travel periodically to enterprise partner offices for business reviews, onboarding milestones, strategic planning sessions, and relationship development.

Requirements

• 6+ years of experience in customer success, strategic account management, enterprise sales, or a closely related field, preferably within SaaS, fintech, payments, or technology.
• Proven experience managing enterprise or national accounts with complex stakeholder structures and six-figure or larger contract values.
• Demonstrated success achieving or exceeding net revenue retention, expansion, growth, or similar commercial targets in a quota-carrying CSM or account management role.
• Strong executive presence, with confidence leading QBRs, engaging C-suite stakeholders, and influencing decisions without direct authority.
• Excellent strategic thinking and account-planning skills, with the ability to identify growth levers and connect product value to measurable customer business outcomes.
• Exceptional communication, organization, and project management abilities, with the capacity to manage multiple complex enterprise relationships simultaneously.
• A balanced hunter mentality and relationship-oriented approach, knowing when to pursue commercial opportunities and when to listen and build trust.
• Strong commercial acumen and consultative selling skills, with the ability to identify customer needs and translate them into expansion opportunities.
• Comfortable working independently in a fast-paced startup environment where processes and enterprise playbooks are still being developed.
• Highly customer-focused, proactive, adaptable, and comfortable taking ownership of ambiguous or complex challenges.
• Experience with accounting software, payments, or AP/AR ecosystems is a strong advantage.

Benefits

• Fully remote opportunity open to candidates based in Canada.
• Competitive compensation, determined according to knowledge, skills, experience, and overall alignment with the role.
• Commission structure tied to expansion and growth within the assigned portfolio.
• Opportunity to manage high-value enterprise relationships and work directly with senior and executive stakeholders.
• Significant ownership over strategic accounts, customer outcomes, and revenue growth.
• Opportunity to influence product development and go-to-market strategy through direct customer insights.
• High-impact role within a rapidly growing fintech environment.
• Opportunity to help shape enterprise customer success strategies and playbooks.
• Inclusive environment that values diverse perspectives, backgrounds, and experiences.
• Accessibility accommodations available throughout the recruitment process where required.