Enterprise Customer Success Manager

Merge•New York, NY

1d•$175,000 - $210,000

About The Position

Merge is a provider of agentic tools and customer-facing integrations for frontier LLMs, Fortune 500 organizations, and B2B SaaS companies. Its platform includes Merge for Product, which helps teams ship AI features and integrations at scale, and Merge for Workforce, which helps engineering teams govern AI access at the company level. The enterprise-grade platform supports the integration lifecycle, including authentication, security, monitoring, and maintenance. The Enterprise Customer Success Manager works directly with technical customer stakeholders to escalate and resolve issues. The role manages the post-sales customer journey from onboarding through renewal, collaborating with sales and technical services to support adoption and customer use cases. The manager is expected to support up to 30 enterprise customers, promote customer satisfaction and a strong customer experience, and help support contract renewals.

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, defined as 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, take full ownership of a customer portfolio, and make decisions that drive effective customer outcomes.
Entrepreneurial mindset and willingness to adapt established procedures or build new processes and practices.

Responsibilities

Work directly with technical stakeholders at customer organizations to escalate and resolve issues and challenges swiftly and effectively.
Manage customers' post-sales journey from onboarding through renewal.
Collaborate with sales and technical services to support customer adoption and ensure customer use cases are properly supported.
Manage a portfolio of up to 30 enterprise customers.
Promote overall customer satisfaction and improve the customer experience working with Merge.
Support customer contract renewals.
Take ownership of the customer portfolio and make decisions to drive effective customer outcomes.
Decide when to involve Merge's executive team or C-suite in customer escalations, how to de-risk or de-escalate issues and conflict, and how to advocate for customers with internal teams.
Help build new processes and practices for serving the enterprise customer segment.