Customer Success Manager

Job Description

Job Description

Description:

About enosix

enosix is a fast-growing B2B SaaS company that has solved one of enterprise software’s most stubborn problems: real-time, bi-directional integration between SAP and any front-end engagement system. Our pre-built framework eliminates the custom-code headaches that plague manufacturing, distribution, and high-tech companies, giving their sales and service teams instant access to live SAP data — right inside their engagement platforms for Order to Cash.

We work with some of the world’s most complex enterprises and we are growing quickly. That means our Customer Success team is not a support desk — it is a strategic engine that drives adoption, retention, and expansion across a technically sophisticated customer base.

The Opportunity

As a Customer Success Manager at enosix, you will own a portfolio of enterprise accounts and serve as their primary strategic partner from go-live through renewal and beyond. You will be the person customers call when they want to think bigger, not just when something breaks. This is a high-visibility, high-impact role that sits at the intersection of customer satisfaction, product adoption, and revenue growth.

What You’ll Do

Customer Relationship Management

• Build and maintain trusted advisor relationships with executive sponsors, IT leaders, and end users across your book of business.

• Develop a deep understanding of each customer’s business objectives, SAP landscape, and Salesforce environment to deliver tailored guidance.

• Serve as the voice of the customer internally — surfacing insights to Product, Sales, and Engineering to drive roadmap and process improvements.

Customer Success Planning & QBRs

• Build and execute individualized Customer Success Plans tied to each account’s business outcomes, adoption milestones, and expansion potential.

• Lead regular Executive Business Reviews (QBRs) that demonstrate ROI, align on strategic goals, and surface new opportunities.

• Track and report on key health metrics including product adoption, support ticket trends, and engagement scores.

Retention & Expansion

• Own renewal forecasting and execution for your portfolio, targeting 110%+ Net Revenue Retention.

• Proactively identify at-risk accounts through health scoring and early warning signals; develop and execute mitigation plans before issues escalate.

• Partner with Account Executives to identify and qualify expansion opportunities (additional modules, users, or use cases).

Value & Business Case Development

• Quantify and communicate the business impact of enosix for each customer using data, benchmarks, and customer-specific success metrics.

• Prepare and present compelling business cases to customer stakeholders and internal teams that reinforce value and drive growth conversations.

• Translate complex integration and data concepts into clear, accessible language for both technical and non-technical audiences.

Onboarding & Adoption

• Partner with the Implementation team during go-live to ensure a smooth handoff and set customers up for rapid time-to-value.

• Drive feature adoption by educating customers on new capabilities relevant to their specific Order-to-Cash or Quote-to-Cash workflows.

• Create and maintain account-specific playbooks and documentation to support scalable success delivery.

What Success Looks Like

In your first 90 days, you will have met every customer in your portfolio, completed a health assessment on each account, and delivered your first QBR. The CSM team is measure on:

• Net Revenue Retention (NRR) 

• Gross Revenue Retention (GRR) 

• Gross Renewals Retention

• References

Qualifications

Required 

• 3+ years in a customer-facing Customer Success, Account Management, or Strategic Consulting role, ideally within B2B SaaS.

• Proven track record managing complex enterprise accounts with multiple stakeholders and long contract cycles.

• Understanding of SAP — you don’t need to be a functional consultant, but understand what SAP does

• Familiarity with Salesforce (Sales Cloud or Service Cloud) from a user or admin perspective.

• Experience in manufacturing, distribution, or high-tech industries with exposure to Order-to-Cash or Quote-to-Cash processes.

• Strong analytical skills with the ability to build and present data-driven business cases.

• Excellent communication and executive presence — comfortable presenting to C-suite stakeholders.

• Experience using Customer Success platforms (Gainsight, ChurnZero, Totango, or similar).

Nice to Have

• Experience with SAP or Salesforce ISV or SI partner.

• Formal project management training or certification (PMP, CSM, etc.).

• Exposure to integration middleware, iPaaS, or API-based architectures.

• Experience building or managing Success Plans in a structured CS methodology (e.g., CSQL, Gainsight Lifecycle).