Enterprise Customer Success Manager

Flora • New York City, NY

11h

About The Position

As an Enterprise Customer Success Manager at FLORA, you will serve as the primary relationship owner for a portfolio of enterprise accounts. You will drive adoption, ensure retention, manage renewals, and act as a trusted advisor to key stakeholders. You’re comfortable building processes from scratch, wearing multiple hats, and thriving in an ever- changing environment — all while delivering exceptional customer outcomes.

Requirements

• 5–7 years of Customer Success, Account Management, or related experience, with a strong focus on enterprise accounts
• Proven experience in a startup or high-growth SaaS environment
• Demonstrated track record of managing renewals and driving net revenue retention (NRR) goals
• Strong project management skills with the ability to manage multiple complex workstreams simultaneously
• Excellent executive-level communication, presentation, and negotiation skills
• Analytical mindset with the ability to translate data into actionable customer strategies
• Self-starter who thrives in fast-paced, ambiguous environments with minimal process
• Experience with CRM platforms such as Salesforce, HubSpot, or similar tools
• Familiarity with Customer Success platforms such as Gainsight, ChurnZero, or Totango is a plus.

Nice To Haves

• Experience in creative tech, AI, or productivity SaaS
• Background managing global or multi-region enterprise accounts
• Prior experience collaborating cross-functionally in a product-led growth (PLG) environment

Responsibilities

• Own the end-to-end customer lifecycle for a portfolio of enterprise accounts, from onboarding through renewal and expansion
• Build deep, trusted relationships with executive sponsors, champions, and day-to-day users across customer organizations
• Lead complex, cross-functional projects to drive platform adoption and ensure customers achieve measurable business outcomes
• Develop and execute tailored Customer Success Plans aligned to each account’s goals, KPIs, and growth trajectory
• Partner with Account Executives to proactively identify renewal risks and expansion opportunities across your account portfolio, driving net revenue retention and growth
• Own the full renewals process — forecasting, negotiation, and timely closure — in partnership with Sales and Finance
• Conduct regular Executive Business Reviews (EBRs) to communicate value, progress, and roadmap alignment
• Serve as the internal voice of the customer, collaborating with Product, Engineering, and Marketing to influence the FLORA roadmap
• Proactively monitor customer health scores, usage data, and engagement metrics to mitigate churn risk
• Contribute to the development of scalable Customer Success playbooks, processes, and best practices
• Navigate complex organizational structures and multi-threaded stakeholder relationships with confidence

Benefits

• Competitive base salary + performance-based bonus tied to renewal and expansion targets
• Equity participation in a high-growth startup
• Generous PTO and wellness benefits
• A collaborative, creative, and mission-driven team culture
• The opportunity to shape the Customer Success function from the ground up

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed