Enterprise Customer Success Manager

We are seeking an Enterprise Customer Success Manager to own and nurture relationships with our enterprise-sized customers. In this role, you will serve as a trusted advisor to C-suite executives and senior stakeholders, driving measurable business outcomes and ensuring long-term partnership success. You will manage a portfolio of enterprise accounts representing ~$2.5M in ARR.

Responsibilities

Account Ownership

Own the end-to-end customer relationship for a portfolio of 50-70 enterprise accounts

Develop and execute account success plans aligned with each customer's business objectives and hiring outcomes

Build and maintain relationships across customer organizations, from day-to-day users to HR and TA leadership

Serve as the primary point of accountability for customer health, adoption, retention, and expansion

Business Value & Outcomes

Partner with customers to define success criteria and measurable outcomes tied to their use of Criteria's platform

Conduct regular business reviews that articulate realized value, product utilization, and forward-looking priorities

Translate usage data and product capabilities into clear business impact narratives

Identify adoption gaps and coordinate resources to close them

Revenue Stewardship

Own gross revenue retention (GRR) and influence net revenue retention (NRR) for your portfolio

Partner with Client Account Executives to identify and surface expansion opportunities

Lead renewal strategy and execution, engaging early to flag risk and support on-time renewals

Support business cases for additional product investment when expansion opportunities are identified

Cross-Functional Orchestration

Route support, implementation, and product inquiries to the right internal resource; keep the customer informed throughout

Act as the voice of the customer internally, surfacing patterns that inform product and go-to-market decisions

Collaborate with Account Management on account strategy for shared accounts

Risk Management

Proactively identify adoption barriers, sentiment shifts, and churn risk through data and relationship signals

Develop and execute risk mitigation plans with clear timelines and ownership

Maintain accurate renewal forecasting and account health documentation in ChurnZero and Salesforce

Requirements

To be successful in this role the incumbent will demonstrate the following:

3+ years in Enterprise Customer Success, Account Management, Management Consulting, or Sales at a B2B SaaS or technology company

Proven track record of 95%+ gross retention and net expansion in enterprise segments

Experience navigating complex, matrixed organizations with extended sales and renewal cycles

Financial fluency. Comfortable with P&L discussions, TCO, ROI, and building executive-level business cases

Demonstrated ability to build trusted advisor relationships with C-suite and VP-level executives

Exceptional communication and presentation skills with executive audiences

Strong analytical capabilities. Able to synthesize usage data, health scores, and business metrics into actionable insights

Experience developing and executing multi-year strategic account plans tied to measurable outcomes

Proficiency with CS platforms (ChurnZero), CRM (Salesforce), and BI tools

Familiarity with enterprise procurement, legal, and security review processes