Enterprise Customer Success Manager

Convertr•Greenwood Village, CO

13d•Remote

About The Position

Convertr is the enterprise data integrity layer that ensures clean, compliant, and complete data flows across systems and teams. Global leaders like Microsoft, Oracle, Amazon, Stripe, and HP use Convertr to improve data quality, accelerate operations, and gain full transparency across their lead and data supply chains. By automating complex workflows and standardizing data at scale, Convertr helps organizations drive better decisions, reduce risk, and unlock the full value of their data. The best convert with Convertr. You will be joining a rapidly growing scale-up, with the opportunity to work closely with businesses across our ecosystem of brands, agencies, and publishers – it’s a really exciting time to join the Convertr team. At Convertr, we’re building a platform that delivers real value to B2B businesses, driving operational efficiency and improving the quality of lead data. Our global, API-first platform allows businesses to track and analyse the success of their marketing campaigns and convert their lead data into powerful prospects. We offer the opportunity to shape your own career, with exposure to industry-leading technologies that are reshaping the demand generation landscape. If you’re a driven, creative, collaborative individual who is looking for a role where you can really make a difference, you’ve come to the right place. Our culture is built on integrity, collaboration, respect and expertise, and these core values underpin everything that we do. If you’re driven by innovation, Convertr is right for you. We’re proud to foster a working environment that is collaborative, inclusive and transparent, where our differences are celebrated and we encourage and support the team to be the best versions of themselves. In an exciting time of significant growth, you’ll play a big part in our mission of helping our customers scale, drive operational efficiencies and improving the quality of their lead data. As we continue to scale, we want to hear from talented, driven problem-solvers, who can help us work towards transforming the demand generation landscape. Customer Success at Convertr ensures our customers achieve their desired outcomes and realize measurable ROI. We're introducing a new leadership role built around a dedicated customer pod: a small team consisting of a Technical Account Manager and Campaign Manager, initially built entirely around one of our most strategic, highly engaged customers. This role is for an experienced Customer Success Manager who is ready to directly manage that team while personally owning relationships at the executive level. Over time, this pod model may expand to support its anchor strategic account alongside a small number of additional accounts. You'll act as the single point of accountability for the account: setting the strategy, directly managing your team's day-to-day work, and making sure technical delivery and campaign performance are both working toward the customer's broader business goals. You'll be comfortable leading from the front — assertive in how you represent Convertr, confident holding a room of executives, and just as invested in coaching your team to do the same.

Requirements

6+ years of experience in a customer success, account management, or client-facing strategic role, ideally within SaaS, MarTech, or data-driven platforms.
People management experience required, this role is the direct manager of the Technical Account Manager and Campaign Manager on the pod.
Demonstrated experience building and maintaining relationships with VP and C-suite level stakeholders.
Background in marketing strategy, demand generation, or campaign operations preferred.
Experience coordinating cross-functional or technical resources (e.g., technical account management, implementation, or campaign teams) around a shared customer outcome.
Track record of managing renewals and identifying expansion opportunities within a large, strategic account.
Experience working cross-functionally with Sales, Marketing, and Product to deliver mutual success for customers and the business.
Comfortable and willing to travel periodically (light travel, approximately 1-2x per quarter) to meet with the customer on-site.
Experience working with Customer Success platforms is desirable.
Assertive, confident communicator who can lead conversations with senior and executive stakeholders.
Strong people leadership skills, with a genuine interest in coaching and developing others across both technical and marketing disciplines.
Strategic thinker who can connect technical delivery and marketing performance to a customer's broader business goals.
Excellent project management skills, with the ability to coordinate a small cross-functional team and multiple workstreams at once.
Proactive problem-solver with a bias for action and a passion for helping clients achieve their desired outcomes.
Ability to create structure in the face of ambiguity.
Highly adaptable, with the ability to operate effectively in rapidly changing environments.
Strong collaborator and influencer, able to work positively across cross-functional teams in a fast-paced, global organization.

Responsibilities

Serve as the dedicated Customer Success lead for a strategic account, acting as the primary point of accountability for the customer relationship and outcomes.
Directly manage a small account team — a Technical Account Manager and Campaign Manager — including their day-to-day work, performance, and development.
Build and personally own relationships with executive-level and cross-functional stakeholders at the account, extending engagement beyond existing operational contacts.
Represent Convertr in executive business reviews, renewal conversations, and assist in expansion discussions for the account.
Travel periodically to meet with the customer and executive stakeholders in person, strengthening the relationship and supporting key account moments.
Partner with the Technical Account Manager to ensure platform implementation, data flows, and technical issues are resolved in line with the customer's expectations.
Partner with the Campaign Manager to apply a marketing strategy lens to the account, advising on lead generation channels and campaign performance to help the customer get more value from the platform.
Identify and surface expansion opportunities within the account, partnering closely with Sales and the Expansion team to hand off qualified opportunities.
Set and track team goals for adoption, retention, and advocacy on the account, and report progress to Customer Success leadership.
Own performance management, coaching, and career development for the Technical Account Manager and Campaign Manager as their direct manager.
As the pod model grows, take on Customer Success leadership for a small number of additional accounts alongside the anchor strategic account.
Partner cross-functionally with Sales, Marketing, Product, and RevOps to advocate for the customer's needs and drive resolution on strategic issues.
Continuously develop yourself and your team through Convertr's feedback culture, staying close to industry trends in marketing, data, and demand generation.