Enterprise Customer Success Manager

Sedna•Houston, TX

23h•Remote

About The Position

The Enterprise Customer Success Manager owns Sedna’s most commercially significant customer relationships across a named portfolio of Premier and Strategic accounts globally. This senior, largely autonomous role is responsible for account health, executive relationships, customer success plans, and preparing customers for renewal. The role partners with Account Executives on renewals and expansion: the CSM owns relationship context, preparation, and customer readiness, while Sales owns closing. The position requires independently assessing account signals and acting without routine direction. It combines executive-level customer engagement with disciplined account infrastructure, including success planning, health monitoring, renewal strategy, and commercially framed QBRs. The CSM is expected to identify risks and opportunities early, maintain deep knowledge of Sedna Email, Prefix, and VMS, and help ensure customer outcomes and insights inform internal teams. The role coordinates training through Education rather than delivering it, works with the Programme Manager on onboarding new portfolio accounts, and partners with Support and Product to close feedback loops. Success is measured through retention, renewal performance, expansion contribution, QBR completion, timely escalation, executive relationship health, and training coordination.

Requirements

Significant experience managing complex, high-value B2B accounts at a senior level.
A track record of managing executive relationships and co-owning commercial outcomes alongside Sales.
Strong executive presence and the ability to maintain customer relationships through difficult conversations.
Commercial fluency, including the ability to assess renewal situations, understand underlying drivers, and act with appropriate urgency.
Clear, structured written and verbal communication skills.
Comfort presenting to senior stakeholders and leading commercial conversations.
Familiarity with Salesforce or an equivalent CRM.

Nice To Haves

Background in shipping, maritime operations, or global trade.
Experience with tools such as Mixpanel or Snowflake.

Responsibilities

Own a named portfolio of Premier and Strategic accounts globally, maintaining comprehensive knowledge of account status, risks, renewals, and expansion opportunities.
Build and maintain executive-level customer relationships that remain strong through difficult situations and product challenges.
Create and execute success plans tied to customer outcomes and Sedna’s contribution to those outcomes.
Run commercially framed QBRs that advance customer relationships and commercial positioning.
Maintain deep product knowledge across Sedna Email, Prefix, and VMS, and ground commercial conversations in customers’ product use and needs.
Continuously monitor account health and act on risk signals before they develop into churn concerns.
Co-own renewal conversations with the Account Executive, including preparation, relationship context, and customer readiness; Sales owns closing.
Escalate renewal risks early and explain their causes and available options.
Identify and progress expansion opportunities in collaboration with the Account Executive.
Involve the Head of Customer Success at the appropriate time in complex or large deals.
Coordinate training delivery through Education, ensuring appropriate training reaches the right accounts at the right time.
Work with the Programme Manager to support smooth onboarding for new accounts entering the portfolio.
Provide Education Specialists with account context before training sessions for Premier and Strategic customers.
Partner with Support and Product to close feedback loops and ensure customer insights inform internal discussions.
Contribute customer insights to QBRs, product feedback, and internal planning.