Customer Success Manager

BackOps is redefining how modern operations teams run their businesses. We are experiencing monumental growth, expanding into new enterprise verticals, and building several major capabilities that have not yet been publicly announced. As we scale, the post-sale relationship is becoming one of the most important parts of our business. Our largest customers do not just buy BackOps, they build their operations on it. We are looking for an Enterprise Customer Success Manager who can own those relationships and turn early wins into deep, expanding partnerships. If you are a high-agency operator who can earn trust with executives, drive measurable outcomes, and grow accounts, this role is for you. The Role: As an Enterprise Customer Success Manager, you will own the post-sale relationship for our largest and most strategic accounts. You will be accountable for retention, adoption, and revenue expansion across a book of complex enterprise customers. You will work directly with operations, supply chain, customer service, IT, and C-suite stakeholders, as well as our own founders, product, and engineering teams. This is not a reactive support role. This is strategic, outcome-driven account ownership with a direct line to revenue. What We\'ll Do What You'll Do: Own the post-sale relationship and serve as the primary point of contact for a portfolio of strategic enterprise accounts Drive product adoption and time-to-value across Relay and the AI Process Center Build and execute account success plans tied to measurable customer outcomes Identify, drive, and close cross-sell and upsell opportunities to grow account revenue Own renewals and net revenue retention for your book of business Monitor account health and proactively mitigate churn and contraction risk Lead executive business reviews with Director, VP, and C-level stakeholders Navigate multi-stakeholder enterprise organizations and expand your footprint within them Partner with Solutions and Engineering on deployment, integration, and ongoing technical success Serve as the voice of the customer to Product, surfacing patterns that shape the roadmap Forecast retention and expansion accurately What We\'re Looking For 5+ years in customer success, account management, or strategic account roles in B2B SaaS (enterprise required) Proven track record of driving net revenue retention, expansion, and renewals Experience managing complex, six-figure+ ACV enterprise accounts Experience in operations, supply chain, logistics, or complex workflow environments is a strong plus Strong executive presence and the ability to lead a room of senior stakeholders Technical aptitude to learn a sophisticated product and speak credibly about it High ownership mentality, you run toward ambiguity, not away from it Exceptional discovery, relationship-building, and consultative skills Comfort owning a number and being measured on it Why Join Now? Monumental growth trajectory Several major product expansions launching soon Direct access to founders and leadership Real influence on product direction through the voice of the customer Clear path to leadership as the CS function scales Competitive base + variable tied to retention and expansion #J-18808-Ljbffr