Senior Enterprise Customer Success Manager

PHAROS · Senior Enterprise Customer Success Manager Enterprise SaaS · Remote (US) Do you have a track record of holding a software relationship together when things get complicated on the customer's side: leadership changes, shifting priorities, competing internal agendas, and coming out the other end with a stronger partnership than you started with? Pharos is seeking a Senior Enterprise Customer Success Manager to own a portfolio of complex, high-value enterprise accounts. The work here is less about onboarding and more about the harder middle: keeping momentum in accounts where your champion just left, finding the right entry point into a new stakeholder group, and knowing when to push for expansion versus when to hold and consolidate. You will need to read organizational dynamics quickly and adjust accordingly. This is not a role where success looks like clean QBRs with engaged customers who already know why they need you. Some of your best work will happen in accounts where the relationship needs rebuilding, where value is not obvious to everyone in the room, and where your judgment about what to do next matters more than any playbook. You will also carry a visible internal role, bringing what you are hearing in the field into product and go-to-market conversations, and helping set the standard for how enterprise accounts should be managed across the team. What the work actually requires You have managed software accounts at organizations large enough that no single person controls the buying relationship. You understand how decisions about software get made, and stalled, and revived, inside complex organizations, and you have learned how to stay relevant through those cycles without being pushy or invisible. You know the difference between an account that is quiet because things are going well and one that is quiet because something is wrong. You act on that difference without being asked. You can have a direct, substantive conversation with a senior executive who did not choose your product and is not sure they would choose it again, and leave that conversation having moved something forward. You work well across Sales, Product, and internal teams without needing those relationships to be perfectly defined. You fill gaps, you flag things early, and you do not wait for someone else to own a problem that is affecting your accounts. This role carries a level of account complexity that not everyone finds energizing. If you have spent your career in that environment and want to go deeper in it, this is the right conversation. If you are looking to grow into enterprise work, we are probably not the right next step for you, and we would rather be straightforward about that now than waste your time or ours. Compensation Base Salary: $135,000 to $140,000 + performance bonus On-target total compensation, including performance bonus, is expected to reach $150,000+. This range reflects the level we are hiring at. We hire to the top of our expectations, not toward them. Why Pharos Pharos is a stable, established technology company serving customers across a range of industries. We combine the depth of an experienced organization with a genuine opportunity to shape how our platform evolves. The people closest to customers have real influence over that work. We offer a collaborative, low-ego environment with accessible leadership and a benefits program recognized with a "Great Benefits" award by Mployer. Location & Travel Open to candidates based in and authorized to work in the United States. Remote candidates will be considered; candidates in or near Rochester, NY may have the option to work in a hybrid model (approximately one day per week in office). Limited travel expected (up to 10%), including occasional domestic and rare international travel. Candidates must be eligible to travel outside the United States. Pharos is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace and do not discriminate on the basis of race, color, religion, sex, gender identity or expression, sexual orientation, national origin, ancestry, genetics, disability, age, veteran status, or any other protected characteristic under applicable federal, state, or local laws.