Enterprise Customer Success Manager

Rewind

1d•Remote

About The Position

We’re looking for an Enterprise Customer Success Manager to help define and build what customer success looks like at Rewind. This is a foundational role for someone who thrives at the intersection of strategy and execution. As our founding CSM, you’ll report directly to the CRO and partner closely with enterprise and upper mid-market customers to ensure they realize the full value of Rewind. You’ll play a critical role in designing and scaling our customer success function, including building the systems, playbooks, and best practices that will support long-term growth. You’ll own the end-to-end customer experience, from pre-sale testing/onboarding through to renewal, with a focus on driving value, satisfaction, and retention. Along the way, you’ll collaborate closely with Sales/Account Management, Sales Engineering, Product, Marketing and Support to ensure a seamless and successful customer journey. This role is ideal for someone with strong B2B SaaS customer success experience who excels in early-stage environments and is energized by building from the ground up, bringing structure, shaping strategy, and creating impact where it doesn’t yet exist.

Requirements

4+ years of experience in Customer Success, Implementation, Account Management, or a related role within a B2B SaaS environment
A builder’s mindset with the ability to create structure, processes, and playbooks from the ground up with minimal oversight
Strong agentic fluency
Experience managing a renewable book of business in a SaaS company
Proven ability to manage enterprise accounts with multiple stakeholders
Excellent relationship-building skills, with the ability to engage both operational and executive audiences
A data-informed approach to managing customer health, retention, and growth
Ability to collaborate cross-functionally with Sales, Product, Engineering, and Marketing teams
A proactive, ownership-driven mindset with strong accountability and follow-through

Responsibilities

Manage relationships with a portfolio of enterprise and upper-mid market customers, serving as their primary strategic partner at Rewind
Guide customers through pre and post sale testing, implementation, adoption, and ongoing success planning to ensure they achieve value from Rewind’s platform
Conduct regular business reviews, success planning sessions, and executive check-ins with key stakeholders.
Develop and own strategies to improve customer health, long term retention and customer satisfaction
Partner with Account Managers to identify cross-sell opportunities across Rewind’s other supported integrations (ex. expanding from Jira to GitHub coverage)
Act as the voice of the customer internally, sharing insights that help shape product priorities and improvements.
Partner closely with Sales during handoffs and expansion opportunities to ensure a seamless customer experience.
Collaborate with Product and Engineering teams to surface feedback and influence roadmap discussions.
Work with Marketing and Support teams to develop resources that help customers adopt and succeed with Rewind.
Design and implement the foundational customer success playbook, including onboarding frameworks, engagement models, and lifecycle strategies
Define what great customer success looks like at Rewind by establishing processes, success metrics, and best practices
Build repeatable approaches for enterprise onboarding, value realization, and account health monitoring
Identify tools, systems, and workflows needed to support a scalable CS organization