Manager of Customer Success (Enterprise)

Superside

79d

About The Position

Superside is hiring a Manager of Enterprise Customer Success to lead a high-performing team of Customer Success Managers and oversee a portfolio of top-tier enterprise accounts. You’ll ensure customers realize the full value of Superside’s creative services, driving retention, renewals, and long-term growth. Reporting to the Director of Enterprise Customer Success, this role focuses on team development, operational excellence, and strategic execution within our Tier 3 Enterprise segment (1,000–5,000 employees).

Requirements

• 10+ years of experience in marketing or creative enterprise account management, ideally within an agency environment.
• Ideally 2+ years of people management experience, managing a team.
• Proven track record of managing enterprise clients directly and through direct reports.
• Strategic, data-driven mindset with strong business and operational acumen.
• Customer-first approach and passion for building lasting, high-value partnerships.
• Excellent English verbal and written communication skills, great at presenting ideas, and an executive presence.
• Strong customer relationship-building skills with the ability to manage expectations and build trust.
• Understanding of how AI is reshaping marketing and creative work, paired with curiosity and willingness to learn.
• Located in the United States, with willingness to travel up to 15% for key customer engagements.
• Demonstrated ability in commercial activities (renewing and upselling contracts) and experience managing the full commercial customer lifecycle, not just project delivery.

Responsibilities

• Manage and coach a team of 4–5 Customer Success Managers (likely scaling to 7), fostering accountability, collaboration, and high performance.
• Translate segment and company goals into clear execution plans, ensuring consistent delivery of Customer Success best practices.
• Enable your team through active coaching, joint customer calls, shadow sessions, and run structured 1:1s to build skills and confidence.
• Drive performance management by setting expectations, delivering feedback, and supporting career development in partnership with People Success.
• Collaborate with Go-to-Market peers to oversee portfolio priorities and account health across the Enterprise segment.
• Build relationships with senior stakeholders in key accounts, joining QBRs, solutioning sessions, and executive meetings to ensure strategic alignment.
• Act as the primary escalation point for complex customer issues, partnering cross-functionally to drive swift resolution.
• Own financial and operational targets (NRR, churn, CSAT) and ensure consistent execution of the Enterprise customer lifecycle.
• Identify blockers to success and propose cross-functional solutions in collaboration with peers and leadership.
• Champion change management and operational improvements across the Enterprise CS organization.

Benefits

• Remote-first work environment.
• Opportunity to work in a global team with diverse nationalities.
• Fast-paced, high-trust environment with direct feedback.
• Mentorship and real responsibility for career growth.
• Ability to shape the future of the company.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees