About This Role
Directing enterprise customer success, from onboarding to renewal, is the core of this leadership role, which involves building executive relationships and mentoring a high-performing team. This position suits a seasoned leader who can operate at both strategic and hands-on technical levels to ensure the largest and most complex customers achieve rapid time to value, successful go-lives, strong adoption, and long-term success.
Responsibilities
- Lead and scale the Enterprise Customer Success function in a fast-growing SaaS environment
- Own the delivery of complex enterprise onboarding and implementation projects, ensuring on-time, high-quality go-lives
- Build and maintain trusted relationships with senior stakeholders and executives at customer organizations
- Drive operational rigor and execution: clear plans, milestones, risk management, and accountability
- Establish and enforce best practices, playbooks, and success frameworks for enterprise customers
- Mentor, coach, and develop CSMs, helping them grow as trusted advisors and execution leaders
- Partner closely with Sales, Product, and Support to ensure a seamless customer experience
- Provide executive-level visibility into customer health, risks, escalations, and outcomes
- Play an active role in retention, renewals, and expansion for enterprise accounts
Requirements
- 4+ years experience leading and mentoring CS or implementation teams
- 8+ years of experience in Customer Success, Professional Services, Solutions Consulting, or Enterprise Implementations within B2B SaaS
- Proven track record delivering complex enterprise onboarding projects
- Strong technical understanding of SaaS platforms, integrations, APIs, data flows, and enterprise systems
- Experience in revenue, billing or sales motions
- Comfortable operating at both strategic and hands-on technical levels
- Executive presence and confidence engaging with C-suite stakeholders
- Execution-focused, pragmatic, and willing to “get your hands dirty”
