Enterprise Customer Success Manager

About the Role

As an Enterprise Customer Success Manager, you will be the strategic partner and trusted advisor to our largest and most strategic customers. Your primary goal will be to ensure that customers derive maximum value from our solutions, leading to increased adoption, retention, and advocacy. You will collaborate with internal teams such as Sales, Account Managers, Support, and Product to ensure a seamless customer experience. This role requires a strong understanding of enterprise customer profiles, excellent communication skills, and a passion for driving customer outcomes.

Responsibilities

Build and maintain strong relationships with enterprise customers as their primary post-sale contact, ensuring successful onboarding, adoption, and ongoing value realization

Drive product utilization by aligning capabilities with customer goals, delivering training and enablement, and conducting strategic reviews that demonstrate ROI

Own renewals by proactively monitoring customer health metrics, mitigating risks, and maintaining high satisfaction and retention rates

Act as customer advocate internally, collaborating with Product, Support, and Sales teams to resolve issues and influence roadmaps

Identify upsell and cross-sell opportunities, multi-thread relationships across customer organizations, and partner with Account Managers to accounts

Requirements

5+ years in B2B Customer Success with proven track record in driving adoption, retention, and expansion

Strong grasp of Customer Success frameworks, lifecycle management, and subscription renewal processes

Experience with HubSpot, ChurnZero (or similar CS platforms), and customer health metrics

Excellent relationship-building skills with ability to navigate high-stakes conversations across all stakeholder levels

Detail-oriented, highly organized, and willing to dive deep into technical product details (cybersecurity experience a plus)

Benefits

This is a remote job. Work from anywhere! We’ve been thriving as a fully-remote team since 2014. To us, remote work means flexibility and having truly diverse, global teams.

Additionally:

Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated.

Competitive salary

High-quality health benefits

401(k) with employer match

Career growth opportunities

Unlimited paid time off

Company-issued laptop (choice of Mac or PC)

Professional development budget

About our recruitment process

We don’t expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we want to hear your story. You can expect up to 3 interviews. In some scenarios, we’re able to streamline the process to have minimal rounds. Director-level roles and above should expect a more thorough process, with multiple rounds of interviews.

All roles require reference and background checks

Teramind may utilize automated tools, including artificial intelligence–enabled systems, to assist in the preliminary review, screening, and organization of employment applications. Such tools are used solely to support the hiring processes and do not independently make hiring or employment decisions. Teramind personnel retain ultimate authority and discretion over all hiring decisions. By submitting an application, you expressly acknowledge and consent to Teramind’s use of such tools in connection with your application. You may request review of their application by a human reviewer or opt out of automated screening at any time by contacting Teramind at hr@teramind.co.