Enterprise Customer Success Manager - US

Plotline • San Francisco, CA

5d

About The Position

Plotline is hiring an Enterprise Customer Success Manager to manage a high-value US customer portfolio with $1.5M+ in ARR. The role owns customer relationships post-sale and drives product adoption, measurable value realization, retention, renewals, customer advocacy, and expansion. The CSM acts as a strategic partner, consultant, product evangelist, and commercial strategist, helping customers connect Plotline’s AI-driven personalization platform to their engagement goals and business outcomes.

The role focuses on maintaining 95%+ gross revenue retention and driving 120%+ net revenue retention. Expected outcomes include keeping fewer than 10% of accounts in red health status, helping customers realize measurable business impact within the first 60 days, generating qualified expansion opportunities worth 25%+ of portfolio ARR annually, and building multi-threaded relationships in at least 70% of accounts.

The CSM leads adoption and value realization, renewal conversations and execution, strategic customer engagement, expansion opportunity identification, and escalations. They conduct use-case workshops and business reviews, monitor account health and product usage, build renewal business cases, coordinate with Finance and Sales on renewal terms, and work with Product, Engineering, and Support to represent customer needs. The role also involves sharing best practices, translating the product roadmap into customer-relevant narratives, and managing a portfolio of 30+ accounts end-to-end.

Requirements

• 2–5 years of experience in Customer Success, Account Management, or Strategic Consulting at a B2B SaaS company; martech, engagement platforms, or mobile-first products are preferred areas of experience.
• Proven experience managing enterprise portfolios of $800K+ ARR with strong retention and expansion metrics.
• Comfort owning renewal conversations, building ROI narratives, and navigating pricing discussions.
• Ability to connect customer business goals to product capabilities and develop a plan to achieve them.
• Ability to proactively develop use cases and bring solution ideas to customers.
• Experience building relationships across product, marketing, growth, and C-suite stakeholders and navigating complex, multi-stakeholder organizations and cultures.
• Exceptional communication skills, including presentations, written updates, and escalation summaries for global teams across time zones.
• Ability to manage 30+ accounts end-to-end with accountability for retention.

Nice To Haves

• Background in consumer fintech, e-commerce, gaming, or super-app verticals.
• Track record of driving net revenue retention above 120%.

Responsibilities

• Own the customer adoption journey and help customers use the full breadth of Plotline’s platform.
• Proactively recommend use cases based on customers’ industries, user bases, and engagement goals.
• Conduct use-case workshops and strategy sessions that map Plotline capabilities to customer KPIs.
• Monitor product usage and flag underutilization.
• Create and share best practices, playbooks, and success stories across the customer base.
• Ensure customers achieve measurable business impact from Plotline within the first 90 days.
• Own renewal conversations from early health signals through commercial negotiation and contract execution.
• Track renewal timelines, customer health scores, and risk indicators across the portfolio.
• Identify and mitigate churn risks, including declining usage, stakeholder changes, competitive evaluations, and unresolved issues.
• Build renewal business cases using ROI data, campaign impact metrics, and adoption milestones.
• Coordinate with Finance and Sales on renewal pricing, contract terms, and billing logistics.
• Conduct QBRs and MBRs covering adoption metrics, campaign performance, ROI, and future engagement plans.
• Build relationships across customer product, marketing, growth, engineering, and leadership teams.
• Understand customers’ business context and position Plotline to support their strategic goals.
• Advise customers on product launches, seasonal campaigns, and engagement experiments.
• Translate Plotline’s product roadmap into relevant customer benefits.
• Identify upsell and cross-sell opportunities and hand qualified opportunities to Account Managers with relevant customer and commercial context.
• Track expansion-readiness indicators such as impression caps, requests for new channels, and interest from new business units.
• Oversee customer escalations and protect customer satisfaction and retention when issues arise.
• Ensure critical issues are prioritized, communicated transparently, and resolved within SLA.
• Synthesize customer feedback into product requests and represent customers in roadmap and prioritization discussions.
• Coordinate with Product, Engineering, and Support to address customer needs.

Benefits

• Cross-functional influence over product roadmap priorities, go-to-market strategy, and commercial playbooks.
• Ownership of accounts end-to-end with measurable impact.
• Fast-moving product environment with new features shipping weekly.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed