Enterprise Customer Success Manager

Merge Dev•San Francisco, CA

70d•$175,000 - $200,000

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 two core products: Merge Unified, which enables businesses to add hundreds of integrations to their products with a single API, and Merge Agent Handler, which empowers AI agents with secure access to thousands of third-party tools. 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. Merge is looking for an Enterprise Customer Success Manager to help lay the foundations for repeatable and consistent revenue growth. You should be driven, adaptable to change and creative as you help us test out new ideas and find what works in the pursuit of building a truly customer-centric process. This is a fantastic opportunity to play a key role in an organization that cares deeply about delivering an exceptional customer experience.

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

In the role, you will work directly with technical stakeholders at our customers to escalate and resolve issues and challenges swiftly and effectively
You will manage our customers' post-sales journey from onboarding to renewal and collaborate with sales and technical services to ensure customers are adopting Merge and that we are properly supporting their use cases
The expectation will be to manage up to 30 enterprise customers
Your goal will be to ensure customer satisfaction as a whole, enhance customer experience working with Merge, and play a key part in supporting customer contract renewals