Customer Success Manager - Enterprise

Panoptyc•Char-Nor Manor, MD

2d•$75,000 - $120,000•Remote

About The Position

We are hiring an Enterprise Customer Success Manager to own a portfolio of 5–10 strategic accounts. This is not a reactive, ticket-based support role. It is a proactive, metrics-driven CSM position focused on: Net Revenue Retention Customer health and long-term value realization Executive relationship management Expansion through measurable ROI delivery You will act as a strategic advisor to enterprise customers — ensuring adoption, proving impact, and identifying growth opportunities based on data and business outcomes. We’re looking for someone analytical, commercially aware, highly structured, and comfortable engaging senior stakeholders. You must be commercially sharp, metrics-driven, and able to communicate with executives succinctly and directly. This role requires someone hungry, analytical, and proactive about growth.

Requirements

3+ years in Account Management, Customer Success, or Revenue Ownership roles
Direct ownership of renewal and/or expansion targets
Experience managing mid-market or enterprise SaaS accounts
Demonstrated history of achieving or exceeding: Net Revenue Retention targets Expansion or upsell quotas Renewal rate goals
Deep understanding of customer health frameworks and KPIs
Comfortable discussing adoption %, feature utilization, retention trends, time-to-value, and revenue impact
Ability to convert data into expansion strategy
Exceptional written and verbal communication
Executive-ready documentation and presentation skills
Ability to deliver structured, concise updates
High ownership
Strong urgency
Systematic in approach
Committed to excellence

Nice To Haves

Experience in retail tech, loss prevention, or multi-location SaaS
Familiarity with CRM and BI tools
Experience building expansion playbooks
Comfortable traveling up to 25%

Responsibilities

Own renewal and expansion targets across a defined enterprise portfolio
Identify expansion signals through usage, ROI, and business change events
Build and execute account expansion plans with clear timing, value rationale, and stakeholder mapping
Partner with Sales on upsell/cross-sell execution
Lead strategic conversations with VP and C-level stakeholders
Deliver concise Quarterly Business Reviews focused on outcomes, ROI, and next-step growth
Communicate directly and succinctly — no fluff
Define and track precise account health metrics (e.g., adoption rates, utilization %, time-to-value benchmarks, retention %, expansion pipeline, feature penetration)
Translate product usage into business impact
Identify risk early and execute mitigation plans
Tie product capabilities directly to measurable customer objectives
Push beyond surface-level answers — understand why metrics matter
Challenge customers when appropriate and guide them toward higher-impact usage
Partner with Product, Engineering, and Operations to remove blockers
Clearly articulate enhancement requests as outcome-driven problem statements
Close the loop with customers and quantify impact