Senior Enterprise Customer Success Manager

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Job Summary

We are seeking a Senior Enterprise Customer Success Manager (CSM) to lead value-driven partnerships with our large, high-impact enterprise customers. In this role, you will guide organizations through onboarding, drive adoption across teams, and ensure they achieve measurable outcomes and long-term success with our solutions.

As a Senior CSM, you will engage with both operational and executive stakeholders, design strategic success plans, and act as a trusted advisor to help customers realize maximum value. You will also play a key role in shaping best practices across the CS organization, supporting cross-functional initiatives, and mentoring CSMs.

This position is ideal for someone who excels in customer advocacy, strategic problem-solving, and relationship-building at scale.

Responsibilities

Customer Strategy & Value Delivery

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Develop and execute comprehensive success plans aligning products and solutions with customer goals, business objectives, and long-term outcomes.

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Drive efficient onboarding and increasing adoption to accelerate time-to-value and ensure meaningful business impact.

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Understand customers’ business models, priorities, KPIs, and use cases to guide them toward best practices and optimal utilization of our solutions.

Relationship Management

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Establish and maintain strong multi-threaded relationships across business and technical stakeholders.

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Lead Quarterly and Executive Business Reviews (QBRs/EBRs) that clearly communicate progress, value realization, and future opportunities.

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Serve as a reliable, consultative partner who supports customers through challenges and proactively identifies areas for improvement.

Expansion & Renewal Partnership

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Collaborate closely with Sales and Account Management to identify expansion opportunities, whitespace, and upsell/cross-sell potential.

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Participate in renewal planning by identifying risks early, supporting mitigation strategies, and clearly demonstrating product value.

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Ensure customers have the insights, resources, and strategic guidance required for long-term retention and growth.

Cross-Functional Collaboration

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Work with Product, Engineering, Support, and Services teams to influence roadmap discussions, advocate for customer needs, and help improve the end-to-end customer experience.

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Provide structured customer feedback that helps improve product usability, adoption, and customer satisfaction.

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Contribute to internal processes, playbooks, and programs that enhance the scalability and efficiency of the Customer Success organization.

Data & Insights

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Analyze usage trends, KPIs, and adoption patterns to uncover opportunities for optimization and increased value.

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Use data to guide customer strategies and deliver actionable insights to stakeholders at all levels.

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Help customers measure and articulate ROI derived from the company’s solutions.

Leadership & Mentorship

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Provide guidance and mentorship to CSM peers, helping elevate team execution.

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Support internal initiatives such as onboarding programs, training materials, or process improvements.

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Serve as a role model for customer-centric behavior and strategic account leadership.

Qualifications

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Bachelor’s degree or equivalent experience required.

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7–10+ years of Customer Success, Account Management, or related experience engaging with large enterprise customers.

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Proven ability to manage complex customer relationships with both technical and business stakeholders.

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Strong communication, facilitation, and executive presentation skills.

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High technical aptitude and familiarity with Salesforce, Gainsight, or other CSM/CRM tools.

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Demonstrated success driving adoption, retention, and business value in enterprise environments.

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Self-driven, proactive, and comfortable leading strategy and execution with minimal oversight.

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Experience in Media & Entertainment or familiarity with music/video production workflows is a plus.

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