Senior Customer Success Manager [New York, NY]

EnterpriseAlumni•New York, NY

3d•$90,000 - $125,000•Remote

About The Position

EnterpriseAlumni is seeking a Senior Customer Success Manager to manage a portfolio of strategic enterprise accounts. This role is responsible for the full health and growth of the assigned accounts, including executive relationships, renewal strategy, adoption, and program expansion. The position requires proactive engagement, influencing cross-functional teams (Support, Engineering, Product), and acting as a trusted advisor to senior stakeholders to drive measurable outcomes and ensure long-term revenue retention and expansion. The role operates across the Americas and Europe, bridging enterprise SaaS with the demands of 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.
A record of managing customer and internal relationships to drive adoption, migration, and integration.

Responsibilities

Own the commercial aspects of the assigned book of business, including Net Revenue Retention (NRR), gross retention, and expansion revenue for a portfolio of strategic accounts.
Lead renewal strategy and commercial planning at the account level, ensuring accurate forecasting and proactive risk management.
Identify and develop upsell and cross-sell opportunities through a value-led approach, collaborating with the Sales team.
Maintain accurate account health scores, renewal forecasts, plans, and risk flags in business systems.
Build and manage multi-threaded relationships with senior stakeholders across commercial, people, marketing, comms, strategy, alumni relations, and C-suite levels.
Act as the customer's internal champion for open issues, ensuring clear ownership, realistic timelines, and proactive communication.
Navigate internal cross-functional dynamics (Support, Engineering, Product) to align priorities and drive action based on customer needs.
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.
Own escalation and recovery for at-risk accounts, engaging at the appropriate level with 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.
Champion the alumni experience by guiding customers to build programs with compelling value propositions.
Articulate ROI in terms that resonate with leadership across various sectors, considering institutional context, compliance, and commercial outcomes.
Actively manage expectations across the customer organization, communicating proactively about timelines and issues.
Synthesize patterns across the portfolio to identify product gaps, feature opportunities, and emerging customer needs.
Provide structured, evidence-based customer insights to the Product team to influence roadmap investments.
Stay informed about the competitive landscape and relevant sector trends to advise customers and sharpen internal strategy.