Enterprise Customer Success Manager
About The Position
Merge is the leading provider of agentic tools and customer-facing integrations for frontier LLMs, Fortune 500 organizations, and B2B SaaS companies. Our platform offers three core products: Merge Unified, which enables businesses to add hundreds of integrations to their products with a single API, Merge Agent Handler, which empowers AI agents with secure access to thousands of third-party tools, and Merge Gateway, the control plane for running AI in production. Merge's enterprise-grade platform handles the entire integration lifecycle, from authentication and security to monitoring and maintenance. Thousands of companies trust Merge to accelerate product development, unblock sales, reduce customer churn, and save engineering resources—allowing them to focus on their core product.
Requirements
- A minimum of 6+ years of experience working in a Customer Success or Account Management function with highly technical software products and technical stakeholders.
- Experience working with enterprise SaaS customers (customers with 800+ employees) as well as executive level customer stakeholders.
- A background and passion for advocating on behalf of your customers - this role should act as an extension of our customers' team within Merge.
- The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict and advocating to internal teams including sales, professional services, product, etc.
- An entrepreneurial mindset - this is a new team at Merge where you will be required to both deviate from established procedure and often build entirely new process or practices to ensure we best serve this customer segment.
Responsibilities
- Work directly with technical stakeholders at our customers to escalate and resolve issues and challenges swiftly and effectively.
- Manage our customers' post-sales journey from onboarding to renewal.
- Collaborate with sales and technical services to ensure customers are adopting Merge and that we are properly supporting their use cases.
- Ensure customer satisfaction as a whole.
- Enhance customer experience working with Merge.
- Play a key part in supporting customer contract renewals.
Benefits
- Equity compensation package
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
