Enterprise Customer Success Manager

Enterprise Customer Success Manager

The Enterprise Customer Success Manager will serve as a strategic partner to enterprise customers, helping them achieve measurable business outcomes through innovative compliance and safety solutions. This role focuses on building lasting customer relationships, strengthening product adoption, and driving retention and account growth. You will manage a portfolio of complex enterprise accounts, aligning customer objectives with tailored success strategies and measurable results. Working closely with Sales, Product, Marketing, Implementation, and Support teams, you will help deliver a seamless customer experience. Through executive business reviews and data-driven insights, you will demonstrate value, identify expansion opportunities, and address potential risks. The position also offers opportunities to improve customer success processes, tools, and programs as the organization continues to scale. This is an ideal opportunity for a consultative, customer-focused professional who enjoys solving complex challenges in a remote SaaS environment.

Accountabilities:

The Enterprise Customer Success Manager will oversee strategic customer relationships, ensuring enterprise clients realize the full value of their solutions while supporting long-term retention and business growth. Key responsibilities include:

• Manage a portfolio of enterprise accounts, developing trusted relationships and driving product adoption, customer satisfaction, retention, and expansion.
• Create and execute strategic account plans aligned with customer goals, operational priorities, and desired business outcomes.
• Build strong relationships with senior stakeholders across HR, Compliance, Safety, Procurement, and other relevant departments.
• Conduct regular executive business reviews to evaluate progress, demonstrate return on investment, communicate results, and identify opportunities for account growth.
• Monitor customer health indicators, identify potential risks, and implement proactive engagement and mitigation strategies.
• Translate customer needs and business objectives into actionable success plans that support measurable outcomes.
• Collaborate with Sales, Product, Marketing, Implementation, and Support teams to resolve customer challenges and deliver a consistent, high-quality experience.
• Share customer feedback and strategic insights with internal stakeholders to help influence product roadmap priorities and service improvements.
• Identify opportunities to expand product usage, strengthen customer engagement, and increase the value customers derive from the platform.
• Contribute to initiatives that improve customer success processes, tools, workflows, and scalable account management programs.
• Use customer data and performance metrics to assess account progress, inform decisions, and guide engagement strategies.
• Support occasional in-person meetings, training sessions, team collaboration, and company events as required.

Requirements:

The ideal candidate brings strong enterprise customer success or account management experience, a consultative mindset, and the ability to build relationships with senior stakeholders. They should be comfortable using data to demonstrate value, managing complex customer portfolios, and collaborating across teams to deliver measurable business outcomes. Required qualifications and skills include:

• 57 years of experience in Customer Success, Account Management, or a related role within a SaaS environment.
• Experience managing enterprise customer portfolios and developing strategic account plans that drive adoption, retention, and growth.
• Proven ability to demonstrate measurable customer outcomes and connect product adoption to business value.
• Strong relationship-building skills, including experience engaging senior stakeholders across functions such as HR, Compliance, Safety, and Procurement.
• Excellent communication and presentation skills, with the ability to lead executive business reviews and communicate insights clearly.
• A data-driven approach to account management, including the ability to interpret customer health indicators, identify risks, and develop targeted action plans.
• Strong collaboration skills and experience working cross-functionally with Sales, Product, Marketing, Implementation, and Support teams.
• A proactive, resourceful approach to resolving complex customer challenges and improving the overall customer experience.
• Strong business acumen and the ability to balance customer needs with organizational priorities and growth objectives.
• Flexibility and adaptability in a dynamic environment where customer requirements and business priorities may evolve.

Preferred qualifications:

• Experience supporting customers in compliance, logistics, transportation, or other safety-sensitive industries.
• Knowledge of Department of Transportation (DOT) compliance requirements across multiple transportation modes, including FMCSA and PHMSA regulations.
• Understanding of how compliance requirements intersect with technology adoption, customer workflows, and operational risk management.

Benefits:

• Salary: $70,000$90,000, with additional bonus opportunities. Actual compensation may vary based on skills, experience, and location.
• Remote work: Primarily remote position for eligible US-based employees, with occasional office visits for collaboration, training, and company events.
• Healthcare: Medical, dental, and vision insurance coverage.
• Retirement savings: 401(k) plan with company matching.
• Paid time off: Paid leave and holidays.
• Wellness: Wellness programs to support employee well-being.
• Employee support: Employee assistance program.
• Professional impact: Opportunities to influence customer outcomes, contribute to product improvements, and help scale customer success operations.