Senior Manager, Enterprise Customer Success

Brex • Seattle, WA

15d • Hybrid

About The Position

As a Senior Manager, Enterprise Customer Success, you will lead, develop, and scale a high-performing team of Customer Success Managers (CSMs) focused on enterprise customers. Your team will drive adoption, retention, and expansion by delivering a seamless, value-driven customer experience. You will play a key role in shaping customer strategy, scaling best practices, and ensuring your team achieves and exceeds business goals. This is a hands-on leadership role: you’ll balance high-level strategy with day-to-day team coaching and operational excellence.

This role will be based in our Seattle office. We are a hybrid environment that combines the energy and connections of being in the office with the benefits and flexibility of working from home. We currently require a minimum of three coordinated days in the office per week, Monday, Wednesday and Thursday. As a perk, we also have up to four weeks per year of fully remote work!

Requirements

• 6+ years in customer success, account management, or related roles in SaaS or fintech, with at least 3+ years leading high-performing teams
• Proven experience managing teams with performance quotas tied to retention, expansion, and customer adoption metrics
• Strong technical acumen, capable of engaging in technical discussions and understanding systems architecture
• Experience with customer listening programs, Voice of the Customer methodologies, and driving customer-driven insights into product strategy
• Track record of building and nurturing relationships with enterprise customers and internal stakeholders
• Comfortable balancing strategic initiatives with tactical execution and team coaching
• Passionate about enabling customers to achieve their goals and transforming the way Customer Success engages enterprise clients

Responsibilities

• Hire, mentor, and develop a world-class team of Enterprise CSMs, fostering a culture of accountability, innovation, and customer-centricity
• Own team-based metrics, including Net Revenue Retention (NRR), health/adoption, churn reduction, and customer engagement
• Define, iterate, and scale performance measurement frameworks to ensure consistent, high-impact customer engagement
• Partner with Sales, Marketing, Customer Experience, and Product teams to shape the customer journey, improve processes, and influence product direction
• Champion the Voice of the Customer (VoC) by surfacing insights to drive strategic initiatives and product improvements
• Develop playbooks, and associated processes to drive proactive customer success management
• Lead high-level strategic initiatives while remaining hands-on with the team and key enterprise accounts
• Attract, recruit, and retain top talent, fostering continuous learning and professional growth

What This Job Offers

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