Enterprise Customer Success Manager

Overview

In this role you will serve as a trusted advisor to strategic enterprise customers, guiding onboarding, adoption, and ongoing value realization of our platform. You will collaborate with cross-functional teams to align on business goals, drive health and retention, and escalate issues to resolve complex challenges. You’ll gather customer feedback to influence product and share insights with internal teams. This position offers the opportunity to shape customer outcomes at scale within a fast-paced environment.

Responsibilities

• Manage post-sales activity for enterprise customers with relationship-building, product knowledge, planning and execution
• Oversee complex integration cycles and stakeholder relationships within customer subteams (Finance, HR, etc.)
• Develop trusted advisor relationships with C-suite to align business goals and success metrics
• Collaborate with Account Executive to create joint customer success plans
• Monitor health checks to drive adoption, satisfaction, retention and reduce churn
• Act as voice of the customer and feed internal insights to maximize value
• Maintain deep product knowledge and discuss relevant features for customer needs
• Conduct regular check-ins and QBRs to ensure retention and alignment
• Coordinate with Product and Engineering on enhancement requests
• Handle escalations and resolve issues through cross-team collaboration
• Improve customer engagement and account management approaches leveraging the CS platform

Key requirements

• 5+ years of experience in Enterprise Customer Success Management
• Experience in the Travel or Expense management industries
• Excellent project management and organizational skills in high-pressure environments
• Ability to prioritize tasks and problem-solve in a fast-paced setting
• Strong attention to detail
• High energy, proactive with initiative
• Fluent in English
• Bachelor’s degree preferred or equivalent working experience

• relationship-building
• problem-solving
• detail-oriented
• project management
• stakeholder management
• customer success platform experience

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