Position Overview

We are seeking a hands-on, strategic, and customer-obsessed Sr. Manager of Enterprise CSMs to lead and scale our team of Enterprise CSMs. In this role, you will be responsible for ensuring the success, retention, and growth of our largest and most strategic customers. You will mentor and develop a team of high-performing CSMs, create scalable processes, and partner cross-functionally to drive outcomes that align with customer goals and company objectives

Key Responsibilities

• Team Leadership & Development
• Hire, coach, and manage a team of Enterprise Customer Success Managers.
• Provide regular feedback, performance evaluations, and development opportunities to enhance team capabilities.
• Foster an engaged, positive, unified, high-performance, and customer-first culture.
• Customer Strategy & Success
• Ensure customers achieve their desired outcomes through the effective use of our platform.
• Oversee key account health, renewals, and growth strategies.
• Guide the team in developing strategic success plans, conducting business reviews, and identifying expansion opportunities.

• Operational Excellence
• Standardize and improve customer success methodologies, playbooks, and processes.
• Define and track key metrics (e.g., NRR, churn, adoption, CSAT, NPS).
• Leverage tools and systems (e.g., Gainsight, Salesforce) to drive team efficiency and visibility.

• Cross-functional Collaboration
• Partner closely with Sales, Product, Support, and Marketing to ensure a seamless customer journey.
• Act as the voice of the customer to inform product development and service enhancements.
  

Qualifications

• 7+ years of experience in Customer Success or Account Management in the B2B SaaS industry, with 3 - 5+ years in a people management role.
• Proven track record of driving customer retention, growth, and satisfaction with enterprise accounts (ACV - $150,000 +).
• Experience managing and scaling customer success teams in a fast-paced environment.
• Strong executive presence and experience engaging with C-level stakeholders.
• Exceptional communication, analytical, and organizational skills.
• Familiarity with CS tools (e.g., Gainsight, ChurnZero), CRM systems (e.g., Salesforce), and productivity tools.
• A bachelor's degree is required; an MBA or related advanced degree is a plus.
  
  

Awardco is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Disclaimer: Please be aware that all official communication regarding your application will only come from an email address ending in @awardco.com. If you receive any communication from a different domain, it may be fraudulent, and we encourage you to report it.