Enterprise, Customer Success Manager

About This Opportunity

We are representing a confidential SaaS organization in the privacy and security space. Our client is seeking an Enterprise Customer Success Manager to own the post-sale experience for high-value accounts in a rapidly growing sector.

This role goes beyond traditional customer success. You will serve as a trusted advisor to enterprise stakeholders navigating complex security concerns, internal change management, and risk reduction strategies. Your book of business will focus on strategic accounts with clear retention and growth targets, prioritizing depth of relationship and account planning over transactional volume.

Responsibilities

Customer Journey Management

• Own the end-to-end customer lifecycle for enterprise accounts, including onboarding, implementation, adoption, renewal, and retention
• Lead structured onboarding and implementation, managing enrollment completion rates and time-to-first-value
• Maintain account health scores using leading indicators and run proactive risk-mitigation plays for at-risk accounts
• Build strategic account plans including stakeholder mapping, whitespace analysis, and multi-year engagement roadmaps

Value Alignment & Delivery

• Translate product capabilities into risk-reduction outcomes with executive-ready metrics
• Provide Executive Business Reviews on a defined cadence, quantifying delivered value against customer objectives
• Build and maintain trusted, multi-threaded relationships with senior executive sponsors (CISO, General Counsel, Chief People Officer) and day-to-day champions

Product Adoption & Expansion

• Drive adoption across complex, multi-stakeholder organizations through enrollment campaigns and champion enablement
• Act as a product expert, guiding customers on new features and best practices
• Identify and execute expansion opportunities at renewal in partnership with Account Executives

Renewals & Revenue Retention

• Own renewals and retention for your book of business, including on-time renewal execution and accurate forecasting
• Navigate enterprise renewal mechanics: budget cycles, procurement processes, and multi-approver sign-off
• Structure and negotiate multi-year renewal agreements, partnering with Legal, Finance, and Account Executives

Advisory & Escalation Support

• Serve as a subject-matter resource on data exposure threats and advise customers on reducing organizational and individual risk
• Support customer security and compliance workflows, including security questionnaires and data processing agreements
• Coordinate urgent exposure escalations with discretion and composure
• Handle sensitive data with strict confidentiality, adhering to information security policies

Cross-Functional Collaboration

• Act as the customer's advocate with internal stakeholders, channeling structured feedback into product direction and service improvements
• Maintain rigorous CRM and Customer Success platform hygiene

What We're Looking For

Required Experience

• Minimum 5+ years as a Customer Success Manager, Account Manager, or similar role
• Proven experience owning renewals, churn mitigation, and net retention targets in a fast-paced SaaS environment
• Track record managing a focused portfolio of high-value, strategic enterprise accounts
• Experience negotiating multi-year, complex contract renewals
• Familiarity with enterprise procurement processes, budget cycles, and multi-stakeholder buying committees
• Demonstrated success driving product adoption across large, complex organizations and managing sponsor turnover
• Experience developing deep client relationships and working cross-functionally with Sales, Marketing, Product, and Support
• Project management experience with stakeholder expectation management

Preferred Experience

• Privacy, Security, or Threat Intelligence industry background
• Familiarity with security review processes (security questionnaires, SOC 2, DPAs)
• Experience with Customer Success platforms (Gainsight, ChurnZero, etc.) and CRM tools

Skills & Qualifications

• Ability to communicate risk and value to security-minded stakeholders, from practitioners to executives
• Strong executive presence with the ability to build trust quickly with senior sponsors
• High degree of discretion and sound judgment when handling sensitive information
• Calm, structured approach to urgent escalations and high-sensitivity situations
• Excellent critical thinking, problem solving, and communication abilities
• Positive and collaborative approach to problem solving
• Preferred location within the Eastern Time Zone (ET) of the United States
• Ability to travel up to 20% for onboarding, implementations, and executive meetings

Success Metrics

• Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
• On-time renewal rate and renewal forecast accuracy
• Enrollment/adoption rate and time-to-first-value
• Expansion pipeline sourced and expansion revenue closed
• Customer satisfaction and advocacy (NPS/CSAT, references, case studies)
• Depth and resilience of executive sponsor relationships

How We Work With You

When you apply through Get A Job.ai, our talent team will review your profile and conduct an initial screening to understand your background and fit for this role. If we believe you're a strong match, we'll submit your candidacy to our client for consideration. Please do not contact the client directly—all communication and coordination will flow through Get A Job.ai to ensure a professional and streamlined process.

Pay

Compensation details will be discussed during the interview process based on experience and qualifications.

Get A Job.ai is an equal opportunity recruiter. We consider all qualified candidates regardless of race, color, religion, sex, national origin, age, disability, veteran status, or any other legally protected characteristic.