Senior Customer Success Manager [New York, NY]

EnterpriseAlumni•New York, NY

8d•Remote

About The Position

EnterpriseAlumni is seeking a Senior Customer Success Manager to manage a portfolio of strategic enterprise accounts. This role is an individual contributor position with a commercial focus, responsible for the full health and growth of their assigned accounts. The CSM will act as an organizational navigator, influencing Support, Engineering, and Product teams to ensure customer needs are met with appropriate urgency and resources. The primary goal is to become a trusted advisor to senior stakeholders in complex businesses, drive measurable outcomes for their alumni programs, and translate this partnership into long-term revenue retention and expansion for EnterpriseAlumni. The role operates at the intersection of enterprise SaaS and the rigorous expectations of heavily regulated industries.

Requirements

5+ years in B2B SaaS Customer Success, Account Management, or Partnerships.
Proven track record owning NRR, gross retention, and expansion for a portfolio of enterprise accounts.
Experience managing senior stakeholder relationships at complex, multi-stakeholder organizations.
Commercial mindset: comfortable owning renewal forecasting, expansion pipeline, and account risk.
Clear, confident communicator capable of running strategic conversations at VP and C-suite level.
Familiarity with regulated industries or environments with high expectations around data, security, and compliance.

Nice To Haves

Experience in financial services, defense, or relevant industries, or professional networks, talent, or HR-adjacent SaaS platforms.
Familiarity with GDPR, SOC 2, ISO 27001, or similar standards in enterprise SaaS.
Experience in a business with land and expand motions.
Background managing international or distributed customer portfolios.
Team management experience (even though this is an individual contributor role).
A record of managing customer and internal relationships to drive adoption, migration, and integration.

Responsibilities

Own the book of business commercially, including Net Revenue Retention (NRR), gross retention, and expansion revenue for a portfolio of strategic enterprise accounts (6 and 7-figure accounts).
Lead renewal strategy and commercial planning at the account level, including accurate forecasting and proactive risk management.
Identify and develop upsell and cross-sell opportunities through a value-led approach, partnering with Sales.
Maintain accurate account health scores, renewal forecasts, plans, and risk flags in business systems.
Build multi-threaded relationships at senior levels within client organizations (commercial, people, marketing, comms, strategy, alumni relations, C-suite).
Act as the customer's internal champion for open issues, ensuring clear ownership, realistic timelines, and proactive communication.
Navigate cross-functional dynamics within EnterpriseAlumni (Support, Engineering, Product) to align with customer priorities.
Plan and manage executive business reviews (EBRs) and quarterly business reviews (QBRs) with a commercial agenda focused on value and strategy.
Serve as a trusted advisor on alumni engagement strategy, guiding customers to design programs that deliver strategic outcomes.
Personally own escalation and recovery for at-risk accounts, engaging at the appropriate level with urgency and a clear resolution plan.
Develop and execute account-level success plans that align with customer's broader alumni and corporate strategic goals.
Partner with customers to integrate alumni engagement within their internal teams, processes, and brand strategy.
Guide customers to build programs with compelling value propositions that drive genuine participation.
Articulate ROI in terms that resonate with leadership across various sectors, considering institutional context, compliance, and commercial outcomes.
Manage expectations actively across the customer organization, communicating upward and across as needed.
Synthesize patterns across the portfolio to surface product gaps, feature opportunities, and emerging customer needs.
Provide structured, evidence-based customer insights to Product for roadmap investments.
Stay informed about the competitive landscape and relevant sector trends to advise customers and sharpen internal strategy.