Enterprise Customer Success Manager

Merge•New York, NY

About The Position

Merge is hiring an Enterprise Customer Success Manager to support customers using its platform for agentic tools and customer-facing integrations. Merge for Product helps teams deliver AI features and integrations at scale, while Merge for Workforce helps engineering teams govern company-level AI access. The platform supports the integration lifecycle, including authentication, security, monitoring, and maintenance. This role owns the post-sales customer journey from onboarding through renewal for up to 30 enterprise customers. The manager works directly with technical and executive stakeholders, resolves issues and escalations, and collaborates with sales and technical services to support customer use cases and adoption. The position is expected to advocate for customers, own portfolio outcomes with significant autonomy, and help establish processes and practices for this new team. Cash compensation is $175,000–$210,000 OTE, split between salary and variable compensation. Actual packages depend on candidate-specific factors. Employees also receive equity compensation.

Requirements

At least 6 years of experience in Customer Success or Account Management with highly technical software products and technical stakeholders.
Experience working with enterprise SaaS customers with 800 or more employees.
Experience working with executive-level customer stakeholders.
A background and passion for advocating on behalf of customers.
Ability to work autonomously, own a customer portfolio, and make decisions that drive effective customer outcomes.
Entrepreneurial mindset and willingness to deviate from established procedures or build new processes.

Responsibilities

Manage the post-sales customer journey from onboarding through renewal.
Work directly with customer technical stakeholders to escalate and resolve issues and challenges promptly and effectively.
Manage a portfolio of up to 30 enterprise customers.
Collaborate with sales and technical services to support customer adoption and use cases.
Promote customer satisfaction and improve the customer experience of working with Merge.
Support customer contract renewals.
Take ownership of customer outcomes, including determining when to involve Merge executives in escalations, de-risking or de-escalating issues and conflict, and advocating to internal teams such as sales, professional services, and product.
Develop new processes and practices to serve the enterprise customer segment.