Lead Customer Success Manager - West
About The Position
As a Lead Customer Success Manager, you will own the post-sales strategic relationship, retention, and value realization across our highest-stakes enterprise accounts. You are a self-starter and bar-raiser who operates with high autonomy, driving customer outcomes while working in tight partnership with Sales to uncover and capitalize on strategic growth opportunities. In this role, you will serve as the trusted advisor and strategic lead for your portfolio, orchestrating technical and commercial counterparts—including Forward-Deployed Engineers (FDEs), Account Executives, and Product leaders. You will bridge complex technical deployments with executive-level business goals, ensuring customers realize maximum value from their investment and naturally expand their footprint with us.
Requirements
- 10+ years in Enterprise Customer Success, Account Management, or Technical Account Management handling high-ARR, complex enterprise platforms.
- Proven history of partnering with Sales to identify, nurture, and help close upsells, expansions, and renewals in complex, multi-stakeholder environments.
- Deep experience collaborating with Forward-Deployed Engineers, Solutions Architects, and product delivery teams to translate technical achievements into commercial value.
- Self-motivated bar-raiser with a bias for action who excels in ambiguous, fast-paced environments and takes full accountability for account outcomes.
- Outstanding communication and presentation skills, with a track record of challenging and advising C-level executives on technology strategy and operational efficiency.
- Applicants for this opportunity must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Nice To Haves
- Domain knowledge in High Tech (e.g., cloud native, hardware/software OEMs, or AI/ML platforms) and an understanding of how engineering-led enterprises operate and scale.
Responsibilities
- Accountable for net retention, customer health, and long-term strategic alignment across a portfolio of complex enterprise accounts.
- Work side-by-side with Account Executives/Strategic Account Managers to identify expansion vectors, co-develop account plans, and position new capabilities that directly support the customer's technical roadmap.
- Partner closely with Forward-Deployed Engineers (FDEs) and technical leads to ensure technical delivery aligns directly with the client's business outcomes, removing friction and accelerating time-to-value.
- Proactively build scalable Customer Success playbooks, elevate executive engagement standards, and operate with extreme ownership without needing step-by-step guidance.
- Build multi-threaded relationships across business and technology functions (CIO, CISO, CTO, VPs of Engineering, Product Leads) to ensure continuous alignment with top corporate initiatives.
- Shift client conversations from product usage to business impact, leading executive business reviews (EBRs/QBRs) that demonstrate clear ROI and anchor the account for long-term growth.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
