Senior Enterprise Customer Success Manager
About The Position
Pharos is seeking a Senior Enterprise Customer Success Manager to own a portfolio of complex, high-value enterprise accounts. This role focuses on the 'harder middle' of account management, including maintaining momentum when customer champions leave, engaging new stakeholder groups, and strategically deciding when to push for expansion versus consolidation. The ideal candidate can quickly read organizational dynamics and adapt accordingly. This position is not for those seeking straightforward onboarding or predictable QBRs; it thrives in situations requiring relationship rebuilding and where value isn't immediately obvious, demanding strong judgment over rigid playbooks. The role also involves a significant internal component, feeding field insights into product and go-to-market strategies and helping define enterprise account management standards for the team.
Requirements
- Track record of holding software relationships together through complex customer-side challenges (leadership changes, shifting priorities, competing internal agendas).
- Experience managing software accounts in organizations large enough that no single person controls the buying relationship.
- Understanding of how software decisions are made, stalled, and revived in complex organizations.
- Ability to stay relevant through customer organizational cycles without being pushy or invisible.
- Skill in identifying and acting on account issues proactively.
- Ability to have direct, substantive conversations with senior executives and move things forward.
- Ability to work well across Sales, Product, and internal teams without perfectly defined relationships.
- Willingness to fill gaps, flag things early, and own problems affecting accounts.
- Experience in environments with a high level of account complexity.
- Must be based in and authorized to work in the United States.
- Must be eligible to travel outside the United States.
Nice To Haves
- Experience in the 'harder middle' of account management, focusing on maintaining momentum, engaging new stakeholders, and strategic expansion/consolidation.
- Ability to read organizational dynamics quickly and adjust accordingly.
- Experience in situations requiring relationship rebuilding and where value is not immediately obvious.
Responsibilities
- Own a portfolio of complex, high-value enterprise accounts.
- Manage software accounts in large organizations where no single person controls the buying relationship.
- Understand decision-making processes, stalls, and revivals within complex organizations.
- Stay relevant through customer organizational cycles without being pushy or invisible.
- Identify and address account issues proactively, distinguishing between quiet accounts that are doing well and those that are experiencing problems.
- Conduct direct, substantive conversations with senior executives to move relationships and projects forward.
- Collaborate effectively with Sales, Product, and internal teams, filling gaps and flagging issues early.
- Bring field insights into product and go-to-market conversations.
- Help set the standard for enterprise account management across the team.
Benefits
- Performance bonus
- Collaborative, low-ego environment
- Accessible leadership
- Benefits program recognized with a "Great Benefits" award by Mployer
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
