Enterprise Customer Success Manager

CARET brings the latest in technology and automation to over 10,000 legal and accounting firms, empowering highly skilled professionals to refocus their expertise on what truly matters. CARET harnesses powerful and secure practice management, document automation, and payment processing to take firms, professionals, and their clients further.


Our team-defined values guide how we show up for each other, for our partners, and for our customers:
• We succeed together.
• We embrace progress.

• We care big.

• We create space.

The Position


We are seeking a Enterprise CSM to manage and grow relationships with our largest and most complex customers utilizing CARET's heritage product portfolio.


This role serves as a strategic advisor to executive stakeholders, driving customer retention, expansion, product adoption, and long-term value realization. The Enterprise CSM will own a portfolio of enterprise accounts, partnering closely with Sales, Product, Support, and Professional Services to ensure customers achieve their business objectives while maximizing the value of their CARET investment.


Success in this role requires strong executive presence, consultative account management skills, and the ability to navigate complex customer environments with multiple stakeholders and competing priorities.


Responsibilities
• Strategic Customer Relationship Management
• Executive Business Reviews & Value Realization
• Retention & Renewal Management
• Expansion & Growth
• Customer Advocacy
• Cross-Functional Leadership
• Operational Excellence


Qualifications
• 5+ years of Customer Success, Strategic Account Management, Enterprise Account Management, or related SaaS experience.
• Proven success managing enterprise or strategic accounts with executive-level stakeholders.
• Demonstrated track record of driving customer retention, renewals, and expansion revenue.
• Experience leading executive business reviews and presenting to senior leadership teams.
• Strong consultative, relationship-building, and stakeholder management skills.
• Exceptional communication, presentation, and negotiation abilities.
• Experience utilizing Salesforce, Gainsight, Salesloft, Pendo, DOMO, or similar tools.


Preferred Qualifications
• Experience supporting legal technology, practice management, document automation, payments, or professional services software.
• Experience managing customers on legacy or heritage software platforms.
• Familiarity with law firms, accounting firms, or other professional services organizations.
• Experience supporting migrations, digital transformation initiatives, or SaaS adoption programs.


Success Measures
• Gross and Net Revenue Retention
• Renewal Rate Performance
• Expansion Revenue Growth
• Customer Health Scores
• Executive Stakeholder Engagement
• Product Adoption and Utilization
• Customer Advocacy Development
• Customer Satisfaction and Retention Outcomes


Benefits:

• Flexible PTO

• Medical, Dental, Paid Sick Days, Vision, and Supplemental Coverage

• Flexible Spending Account

• Health Savings Account

• 401(k) match

Equal Employment Opportunity: CARET is an Equal Opportunity, Affirmative Action Employer.


The compensation information below is provided in compliance with job posting disclosure requirements.


Pay range: $90,000 - $100,000 Actual base pay will depend on varying circumstances, including the position, location, individual qualifications, market finances, and other operations business needs.


Depending on the position, compensation may also include commission, bonuses, etc. Potential for bonuses is based on company performance and potential for merit increases is based on performance

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