Enterprise CSM

American Airlines Group•San Francisco, CA

3d•Onsite

About The Position

We're looking for a strategic and relationship-driven Enterprise Customer Success Manager (CSM) who will act as a trusted advisor to our largest customers. You'll guide clients through every stage of the customer lifecycle, from onboarding to renewal, while identifying growth opportunities and helping them unlock the full potential of Envoy's Workplace platform. This is more than just a support role; you'll be responsible for building relationships, driving adoption, identifying expansion opportunities, and partnering with internal teams to grow accounts and increase product value. This is an onsite position that requires 4 days a week (Monday-Thursday) in our San Francisco HQ office.

Requirements

4+ years of experience in a customer success or account management role
A proven ability to manage and grow large, complex accounts across multiple stakeholders
A strong track record of driving customer adoption and identifying upsell opportunities
Excellent project management and change management skills
Experience creating and iterating on training or enablement materials
A deep understanding of enterprise organizations and how to build relationships across teams
Demonstrated ability to quickly learn new concepts and a strong desire to continuously grow into a product expert
Entrepreneurial and resourceful with a go-getter mindset
Naturally empathetic and data-driven in your approach
Comfortable with change and excited by new challenges
An excellent communicator, both written and verbal
Highly organized and able to manage multiple accounts and priorities
Based in or willing to work in San Francisco with a 4-day a week in-office policy

Responsibilities

Own a book of strategic accounts and build strong, multi-threaded relationships across Workplace, IT, Security, and Compliance teams
Identify expansion opportunities and actively build a pipeline within your accounts, partnering closely with Sales to close and grow revenue
Drive product adoption and optimize usage through proactive engagement and regular business reviews
Set success plans and measurable goals to ensure customers realize value from Envoy's solutions
Serve as the Voice of the Customer by managing escalations and surfacing product feedback
Collaborate with cross-functional teams (Sales, Support, Product, Marketing, Engineering) to position the right solutions at the right time
Travel 10-15% of the time to visit key clients and strengthen partnerships onsite

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