Enterprise Customer Success Manager (US)

Avolution•McLean, VA

19d•Remote

About The Position

Avolution is hiring an Enterprise Customer Success Manager to manage strategic enterprise customers using ABACUS, its enterprise architecture platform. The role combines strategic account management, commercial ownership, and hands-on customer success execution. The manager will work with customers on initiatives such as enterprise architecture operating models, transformation governance, AI governance, and application portfolio optimization, building relationships from day-to-day users to executives and connecting complex use cases to business value. The position owns a portfolio of 30–45 enterprise customers representing $1.5–2.5M ARR, with accountability for retention, renewals, and expansion. The role is remote within the US, with regular travel across AMER for in-person customer meetings. The successful candidate will work collaboratively with Consulting, Product, Support, and Sales, and contribute ideas as the global team and its processes evolve. Enterprise architecture expertise is not required at the outset; curiosity, commercial ability, and a capacity to learn complex customers and use cases are emphasized.

Requirements

5+ years' experience managing a personal book of clients in Customer Success, Account Management, or a similar role.
Experience owning both retention and growth, with a personal commercial target consistently hit or exceeded.
Experience managing complex enterprise customers with multiple stakeholders, including executives.
Strong discovery skills and the ability to connect customer goals to measurable business outcomes.
Strong negotiation skills and commercial judgment.
Excellent organization, forecasting, and portfolio management.
Excellent written and verbal communication.
Ability to learn complex products and use cases quickly.

Nice To Haves

Experience in complex B2B SaaS or enterprise software.
Background in enterprise architecture, transformation, governance, or adjacent technology areas.
Track record of building expansion pipeline within an existing customer base.
Experience working alongside professional services or consulting teams.
Strong Salesforce and forecasting discipline.
Evidence of leadership beyond own accounts, such as mentoring colleagues, improving processes, or leading team initiatives.

Responsibilities

Own a portfolio of 30–45 enterprise customers ($1.5–2.5M ARR), with responsibility for retention, renewals, and expansion.
Build success plans tied to each customer's business priorities and measurable outcomes.
Map accounts and build multi-threaded relationships across customer organizations, including senior and executive stakeholders.
Translate complex technical use cases into clear business value.
Identify risk early and put clear plans in place to address it.
Proactively identify and develop expansion opportunities.
Own renewals and growth opportunities through to negotiation and signature.
Maintain accurate forecasts, clear next steps, and strong Salesforce discipline.
Work closely with Consulting, Product, Support, and Sales to deliver strong customer outcomes.
Travel regularly to spend meaningful time with customers in person.
Support enterprise procurement processes, including tenders, RFIs, RFPs, and single-source justifications.

Benefits

Ability to work from anywhere within the US.
Comprehensive healthcare coverage, including health, dental, and vision insurance.
401K with company matching after the first 6 months.
Life insurance.
Short-term disability insurance.
Health Savings Account.
20 annual PTO days, which employees are encouraged to use.
1 day of birthday leave per year.
10 annual sick days.
Enhanced paid parental leave.