Leader Enterprise Customer Success, North America

We're looking for a leader for our Leader Enterprise Customer Success, North America to lead a team of Customer Success Managers responsible for our largest and most strategic enterprise accounts. You'll own retention, expansion, and satisfaction for a portfolio of high-value customers, coach and develop a team of CSMs, and partner closely with Sales, Product, and Support to ensure enterprise customers realize measurable value from our platform.

What You'll Do

• Own the North America Enterprise CSM teams end to end, including strategy, retention, expansion, and executive customer relationships for the segment.
• Manager and refine high touch customer success engagement including joint success planning, executive business reviews, health scoring, renewal playbooks, and escalation management.
• Champion an AI driven approach to maximizing CSM reach and impact
• Act as an executive sponsor on strategic accounts, building relationships with customer stakeholders at the VP/C-level .
• Own renewal forecasting
• Collaborate with Product and Engineering to advocate for enterprise customer needs and influence roadmap priorities.
• Identify at-risk accounts early and drive cross-functional action plans to resolve churn risk.
• Report on team performance, portfolio health, and key CS metrics to senior leadership.
• Hire, onboard, and ramp new CSMs as the team scales.
• Champion a customer-first culture across the organization.

Required Qualifications:

• 7+ years in Customer Success, Account Management, or related customer-facing role, with 2+ years managing a team.
• Proven track record owning retention and expansion targets for enterprise/strategic accounts (typically $100K+ ACV ).
• Experience building or scaling CS processes and playbooks in a growing organization.
• Strong executive presence and experience navigating complex, multi-stakeholder enterprise relationships.
• Data-driven approach to managing a book of business, comfortable with forecasting, health scoring and CS/BI tooling ( Gainsight, ChurnZero, Totango, or similar ).
• Excellent coaching, communication, and cross-functional collaboration skills.
• Experience in SaaS, cybersecurity , or a related technical industry preferred.
• Bachelor's degree or equivalent experience.

Preferred Qualifications:

• Experience with security, risk, or compliance products.
• Familiarity with tools like Salesforce, Gainsight, and Slack .
• Background in Sales or Solutions Engineering.

What Success Looks Like

• Team consistently meets or exceeds gross retention targets.
• CSMs are well-coached, engaged, and hitting individual development goals.
• Enterprise customers have clear, documented success plans and regular executive touchpoints.
• Churn risk is identified and mitigated proactively, not reactively.