Enterprise Customer Success Manager

Schema App

9d•Remote

About The Position

Schema App is seeking an Enterprise Customer Success Manager to manage a mixed portfolio of mid-market and enterprise customers. This role involves increased complexity, revenue responsibility, and stakeholder depth. The Enterprise Customer Success Manager will own complex customer relationships, act as a trusted advisor to senior stakeholders, and be accountable for renewals and expansion strategy. This position requires independently leading commercial conversations and long-term success planning. Reporting to the Manager of Customer Success, the role is critical in driving net revenue retention and contributing to company growth objectives.

Requirements

Executive Stakeholder Influence: Engages confidently with senior leaders and decision-makers.
Navigates complex organizations and aligns multiple stakeholders around shared goals, value realization, and long-term partnership.
Strategic Account Planning & Growth: Designs and executes structured success and growth strategies that align customer maturity with Schema App’s capabilities.
Anticipates future needs and positions expansion as a natural outcome of value delivered.
Commercial Acumen & Negotiation: Owns renewal and expansion motions with a strong understanding of contracts, timing, ROI, and customer buying dynamics.
Leads consultative commercial conversations that protect and grow revenue.
Risk Anticipation & Problem Solving: Identifies risk early in complex environments and proactively develops mitigation strategies.
Brings clarity and structure to ambiguity and escalates thoughtfully when needed.
Cross-Functional Leadership: Partners effectively with Sales, Product, Support, and Marketing to advocate for enterprise customer needs.
Synthesizes feedback into clear insights that influence roadmap, messaging, and experience.
Efficiency Habits: Contributes to Schema App’s culture of Constant Innovation and Experimentation by showing curiosity, initiative, and ownership in finding smarter, more efficient ways to deliver results.
Embraces change and is empowered to experiment and improve continuously.

Nice To Haves

Deep expertise in Schema App's platform, schema markup, knowledge graphs, SEO, and AI-powered search.

Responsibilities

Build and maintain relationships with executive, business, and technical stakeholders across customer organizations.
Develop engagement strategies that align to customer goals, organizational structure, and business priorities.
Act as a trusted advisor by providing strategic guidance and driving alignment on long-term success plans.
Create and execute customer success plans with measurable business objectives and KPIs.
Monitor customer health, identify risks early, and lead mitigation strategies to ensure long-term success.
Drive adoption, value realization, and measurable outcomes that support retention and growth.
Own renewal strategy, forecasting, and customer communications throughout the contract lifecycle.
Identify growth opportunities and lead consultative expansion conversations with key stakeholders.
Build business cases that connect customer goals, realized value, and investment decisions.
Lead strategic business reviews that demonstrate ROI, business impact, and progress toward customer goals.
Present insights and recommendations tailored to executive and cross-functional audiences.
Facilitate alignment on priorities, success metrics, and future opportunities.
Gather, synthesize, and communicate customer feedback to Product and internal stakeholders.
Advocate for enterprise customer needs and influence product direction through strategic insights.
Partner cross-functionally to address customer challenges and improve the overall customer experience.
Maintain deep expertise in Schema App's platform, schema markup, knowledge graphs, SEO, and AI-powered search.
Translate industry trends and product capabilities into actionable recommendations for customers.
Educate customers and internal teams on best practices, emerging opportunities, and innovative use cases.