Enterprise Customer Success Manager

About the Role

We are seeking an Enterprise Customer Success Manager to manage and grow relationships across our most strategic customers. This role is responsible for driving adoption, ensuring operational success, and protecting and expanding revenue within a defined portfolio of enterprise accounts.

This is a highly proactive role. You will own the post-sale customer lifecycle, partnering closely with stakeholders to ensure they realize value from our platform and hardware while maintaining a high level of operational readiness. You will lead regular business reviews, identify risks early, and drive clear action plans to improve outcomes.

We are still building and evolving our enterprise motion. This role will play a key part in helping shape how we support and engage our largest customers. While playbooks and structure will continue to develop, we are looking for someone who thrives in a startup environment, is comfortable operating through change, and is excited to build alongside us.

This role partners closely with Sales, Support, Product, and Operations to deliver a seamless customer experience and drive long-term success.

What you'll do

Customer Ownership & Relationship Management

• Own a portfolio of enterprise customers, acting as the primary point of contact post-sale
• Build and maintain relationships with key stakeholders, including executive leadership
• Drive alignment on goals, expectations, and success criteria

Adoption, Value, & Outcomes

• Ensure customers are fully deployed, adopted, and operational
• Monitor account health and proactively address risks
• Drive usage, engagement, and overall platform and hardware adoption
• Partner with customers to improve operational readiness and outcomes

Strategic Account Management

• Lead Quarterly Business Reviews (QBRs) and annual reviews
• Provide data-driven insights and recommendations to customers
• Identify opportunities for expansion and partner with Sales to execute
• Manage renewals for assigned accounts and drive retention

Risk Management & Escalation

• Identify and mitigate risks early, including product, operational, or relationship challenges
• Act as the quarterback during escalations, coordinating cross-functional resources
• Ensure timely resolution and clear communication with customers

Cross-Functional Collaboration

• Partner with Support to ensure strong issue resolution and customer experience
• Provide feedback to Product and Engineering based on customer insights
• Work closely with Sales on expansion opportunities and account strategy

Additional Responsibilities

• Onsite Deployments: Lead and support onsite deployments for strategic customers, ensuring successful setup, training, and initial adoption
• Portal / System Support: Guide customers in effectively using the platform, including account structure, user management, and system navigation

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Operational Readiness: Monitor and drive ongoing system health and readiness, ensuring customers remain fully operational

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Expansion Identification: Identify opportunities for growth based on usage, gaps, and customer goals, and partner with Sales to execute

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Renewal Ownership: Own renewal strategy and execution, proactively managing risk and aligning with customer timelines and objectives

• Escalation Quarterbacking: Act as the central point of coordination during escalations, ensuring clear communication and timely resolution across teams

Who you are

• You are proactive and take ownership—waiting for customers to reach out is not your style
• You are comfortable operating with both executive stakeholders and day-to-day users
• You are data-driven and use insights to guide conversations and decisions
• You are organized and can manage multiple priorities without losing attention to detail
• 5+ years of experience managing enterprise or strategic accounts
• Experience in SaaS, healthcare, public safety, or other mission-critical environments
• Experience supporting hardware + software platforms
• Experience working with Federal Government (FedGov) and/or SLED (State, Local, Education) customers
• Experience working in a high-growth or startup environment…