Enterprise Customer Success Manager

Role overview Own strategic relationships with enterprise customers using a risk intelligence and response platform. The role focuses on helping complex organizations achieve their goals through adoption, ongoing guidance, and coordinated support, while improving customer health, retention, and account growth. The position is fully remote within the United States, subject to state-based hiring restrictions.

Responsibilities - Build trusted relationships with enterprise customers and understand their priorities and risks. - Guide adoption and recommend practices that support customer value, retention, and account growth. - Lead regular business reviews that communicate outcomes, recommendations, and relevant product updates. - Coordinate implementation, support, sales, and product colleagues to resolve customer needs and deliver a consistent experience. - Advise on data automation and configurations for complex, matrixed organizations; escalate issues and maintain executive alignment. - Track account health and activity in customer success and CRM systems, and share customer feedback with product teams.

Requirements - At least three years of customer success management experience, including one to two or more years supporting enterprise accounts. - Strong written and verbal communication, listening, project management, and prioritization skills. - Analytical, negotiation, and creative problem-solving abilities, with a proactive and customer-focused approach. - Experience collaborating across business development, software development, and product teams. - Proficiency with CRM and spreadsheet tools; willingness to learn and respond to coaching. - Existing authorization to work in the United States without current or future visa sponsorship.

Nice to have Experience in emergency communications or risk response; familiarity with customer success management software.

Benefits and work setup Fully remote role for eligible U.S. locations; the source excludes hiring in several states. Benefits include medical, dental, vision, and life insurance, retirement plan with employer match, flexible time off, parental leave, company-wide bonuses, and learning and development opportunities.