Senior Customer Success Manager, Enterprise

Reforge

17d • Remote

About The Position

We’re looking for a strategic, customer-obsessed Senior Customer Success Manager to partner with our most strategic accounts and help build the function. In this role, you’ll work closely with senior product, chief of staff and L&D leaders at Microsoft, Google, Capital One, and McKinsey guiding them to success while surfacing critical insights to shape our roadmap. You will be the primary advocate for our customers, ensuring they are wildly successful with our product. This is a unique opportunity to get in on the ground floor, have a massive impact, and grow your career as our company expands.
You’ll report to the Enterprise Sales Leader and collaborate cross-functionally with Sales, Product, and Marketing to design a world-class customer experience during a pivotal growth moment at Reforge.
WHY THIS ROLE MATTERS
Impact - You’ll be among the closest to our customers, influencing product strategy and go-to-market initiatives with your insights.
Network - Work directly with leaders at top-tier tech companies, helping them solve some of their most complex product challenges.
Creativity - You’ll have room to test and scale new ideas across a growing, high-caliber customer base.
Inflection Point - Join at a key growth stage as we scale new AI tools and move toward profitability.

Requirements

• 5+ years in a customer-facing role, ideally in a fast-paced startup environment
• Experience managing Enterprise accounts in a CSM or consultative role
• Proven ability to build trust with senior leaders and understand their goals and challenges
• Strong prioritization and organizational skills - you know how to manage time across many accounts
• An excellent communicator: You can articulate complex ideas clearly and concisely, both verbally and in writing.
• Data-driven approach; familiarity with CRM tools is a strong plus
• A self-starter who thrives on autonomy and takes initiative
• Comfortable collaborating cross-functionally and influencing without authority
• Motivated by growth - yours, your team’s, and your customers’
• Track record of driving KPIs like gross/net dollar retention and customer expansion

Responsibilities

• Become a product expert: You'll develop a deep understanding of our product and its capabilities to guide customers toward their desired outcomes.
• Develop and implement engagement strategies: You’ll create and execute proactive communication plans, host onboarding and activation, and develop resources to drive product adoption and demonstrate value.
• Be the voice of the customer: You will act as a critical feedback loop between our customers and our product, engineering, and marketing teams, directly influencing our product roadmap.
• Monitor customer health: You’ll track key metrics (like product usage, satisfaction, and overall sentiment) to identify risks and opportunities, taking proactive steps to ensure customer retention.
• Build scalable processes: You will have the unique opportunity to build the systems, playbooks, and best practices that will serve as the foundation for the team.
• Champion customer stories: You'll identify and cultivate customer advocates to generate case studies, testimonials, and referrals.
• Own strategic relationships - Lead high-touch engagement with key accounts, serving as a trusted advisor to senior leaders.

Benefits

• Remote-first & Flexible - Everyone does their best work in different environments. We operate as a distributed-first team and offer financial support that enables you to create the schedule and environment that fits to you. We also ask that every employee block off 2-3 hours of daily “deep work,” ensuring that you always have uninterrupted time and can keep a schedule that enables you to do your best work.
• Top-tier Healthcare -
• Medical - Choice of PPO 500, PPO 250, or HDHP 3300 with a max coverage of 100% of premiums for employees and 70% for dependents.
• Dental & Vision - 99% of premiums for employees, and up to 70% for dependents.
• Health Savings Account - For those that choose to enroll in the HDHP, includes semi-monthly company paid contributions.
• Competitive Compensation - Salary + equity package aligned with top-tier tech companies.
• 401(k) - We offer the opportunity for you to contribute to a 401k directly from your paycheck.
• Flexible PTO - Having plentiful “off the grid” time is a key to doing your best work. We offer flexible PTO. Take time when you need it. Everyone must take at least 10 days per year, and we highly encourage more.
• …and much more

What This Job Offers

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