Customer Success Manager (Enterprise)

Flora•New York City, NY

18h

About The Position

We’re looking for a Customer Success Manager (CSM) to own and grow relationships with FLORA’s enterprise customers. This is a high-impact, customer-facing role at the center of our enterprise motion. You’ll be the primary point of contact for active enterprise accounts — responsible for customer happiness, adoption, retention, and expansion. You’ll partner closely with Account Executives and Forward Deployed Creatives to ensure customers are not only successful with FLORA, but continuously deepening their usage and value over time. You’ll act as the account owner, managing communication, driving alignment, and translating customer needs into action across Sales, Product, and Engineering.

Requirements

4+ years of experience in Customer Success, Account Management, or similar client-facing roles, ideally with enterprise SaaS customers
Proven experience owning renewals, expansions, and long-term customer relationships
Strong project management instincts — you’re highly organized and comfortable juggling multiple accounts and stakeholders
Excellent communication skills (written and verbal); you can clearly explain complex ideas and keep everyone aligned
Experience working cross-functionally with Sales, Product, and technical or creative teams
Customer-obsessed mindset
Passionate, purpose-led, and all-in. You are obsessed with working towards our vision and spreading it to the world.
Hustle and work ethic. You are known for going the extra mile(s). You roll up your sleeves and consider no task beneath you.
Relentless focus on efficiency and effectiveness. You prioritize the highest-leverage activities that have the highest ROI.
Ownership mindset. You act like an owner - you have the highest standards of accountability for your work and proactively improve anything you see.
Nimble. You iterate continuously (without spinning wheels), execute with an extreme sense of urgency (every minute counts), and dive into new problems & opportunities seamlessly.
High bar for excellence + low ego. You're driven to win at the highest level. You seek and welcome feedback, and do what's best for the company and team.
Service mentality. You constantly think about how you can serve and provide value to others - to customers, partners, and teammates.
Daring. You bring to life bold, original ideas.

Responsibilities

Own Enterprise Customer Relationships
Serve as the primary point of contact for assigned enterprise accounts post-sale
Manage all account communications and coordination between the customer and FLORA teams
Build trusted, long-term relationships with key client stakeholders across creative and leadership teams
Ensure customers feel supported, informed, and confident working with FLORA
Drive Customer Success & Adoption
Own onboarding, ongoing success planning, and value realization for enterprise customers
Partner with Forward Deployed Creatives to ensure customers are getting meaningful creative and technical support
Track usage, engagement, and success metrics to proactively identify risks and opportunities
Run regular check-ins, QBRs, and strategic planning conversations with customers
Revenue Growth, Renewals & Expansion
Own renewals and expansion strategy for existing enterprise customers
Identify upsell and cross-sell opportunities through strong relationship management and deep understanding of customer needs
Partner with Account Executives to execute expansion deals and maximize customer lifetime value
Internal Collaboration & Feedback Loop
Surface product feedback, feature requests, and insights from enterprise customers to internal teams, working cross-functionally with Sales, Product, and Engineering
Help refine and scale FLORA’s enterprise customer success playbooks and processes over time