Senior Customer Success Manager - Reforge Learning

About the Role Reforge has built some of the strongest enterprise relationships in the product management world, and this role exists to deepen, protect, and grow them. As a Senior Customer Success Manager, you will own a portfolio of Reforge’s most strategic accounts and serve as the primary advocate and trusted advisor to senior product leaders at some of the world’s most respected organizations. This is not a maintenance role. Retention rates across the enterprise book need improvement, and we need someone with the horsepower, creativity, and builder mindset to fix that while also helping architect the CS function that will scale beyond your own book of business. You will balance the day‑to‑day execution of account management with the strategic work of building systems, playbooks, and engagement models that define what great Customer Success looks like at Reforge. If you are energized by high‑stakes relationships, ambiguous environments, and the opportunity to build something lasting, this is your role. The low retention baseline is not a secret. It is the opportunity. If you fix it, the upside is real and uncapped. What you’ll do Own a portfolio of Reforge’s most strategic enterprise accounts including Microsoft, Google, Capital One, McKinsey, and others. Serve as the primary trusted advisor to VP and C‑suite product leaders across multi‑year, high‑value relationships. Drive retention and expansion as your primary commercial responsibility. Proactively identify at‑risk accounts, design targeted intervention strategies, and ensure every account renews and grows. Build the Customer Success function from the ground up by developing playbooks, health scoring models, onboarding frameworks, and engagement cadences that will serve as the foundation for the team as it scales. Act as the critical feedback loop between customers and internal teams by surfacing product insights, roadmap input, and customer sentiment to Sales, Product, and Marketing in a way that directly influences what gets built. Partner with the Enterprise Sales leader on go‑to‑market strategy, renewal negotiations, and expansion opportunities, operating at the commercial intersection of Customer Success and Sales. Leverage AI and automation to scale your impact by building workflows and systems that enable high‑touch engagement at scale. What you’ll need 5+ years of enterprise CSM or strategic account management experience in B2B SaaS, with direct ownership of GDR and NDR metrics and a track record of improving retention outcomes. Proven ability to build Customer Success processes and playbooks from scratch. You have been an early or founding team member and know what it takes to create structure in ambiguous environments. Executive presence and communication skills that hold up in a room with a VP of Product at Google or a Chief of Staff at McKinsey. You can command a conversation and earn trust quickly. A builder mindset and genuine comfort with ambiguity. You are energized by a clean slate and view a broken retention rate as an opportunity rather than a red flag. A data‑driven approach to account management. You use health signals, usage data, and engagement metrics to make proactive decisions. AI fluency and an automation mindset. You actively experiment with tools that make you more efficient and effective and consistently look for ways to scale your impact. A track record of influencing without authority. Cross‑functional collaboration, internal advocacy, and stakeholder alignment come naturally to you. What's in it for you We want you to feel supported, connected, and ready to grow. Our global benefits package generally includes equity, a wellbeing benefit, a WFH equipment allowance, and an annual Learning & Development stipend. Join a diverse team where you can do your best work. Full benefits may differ per location. If you would like to learn more about location‑specific benefits, please refer to our Global Miro benefits board. #J-18808-Ljbffr Miro Group