Enterprise, Customer Success Manager

Remote (United States)

Job Details

Location: United States

Workplace: Remote

Employment Type: Full-time

Experience: 5+ years in Customer Success Management, Account Management, or equivalent experience

Core Areas: Enterprise Customer Success, Strategic Account Management, Customer Onboarding & Implementation, SaaS Product Adoption, Customer Retention & Renewals, Revenue Retention (GRR/NRR), Enterprise Contract Negotiation, Privacy & Security Risk Management

Travel: Up to 20% for customer onboarding, implementations, executive meetings, and enterprise engagements

About the Role

The Enterprise, Customer Success Manager is responsible for managing strategic enterprise customer relationships throughout the post-sale lifecycle, from onboarding and implementation through product adoption, contract renewals, and long-term retention. This position owns a focused portfolio of high-value enterprise accounts, develops measurable customer success plans, monitors account health, and drives customer satisfaction, revenue retention, and account expansion.

The role combines enterprise SaaS customer success management with privacy and security advisory responsibilities. Working with executive sponsors, security leaders, legal stakeholders, and customer champions, the position translates personal data protection activities into measurable risk-reduction outcomes. Key priorities include executive business reviews, enterprise renewal negotiations, organizational adoption initiatives, proactive churn prevention, and cross-functional coordination with Sales, Product, Support, Security, and Legal.

What You'll Do

• Manage the complete post-sale customer lifecycle for strategic enterprise accounts, including onboarding, implementation, adoption, renewals, and long-term retention.
• Lead structured customer onboarding and implementation activities, tracking enrollment completion rates and time-to-first-value.
• Coordinate customer transitions from Sales, documenting account handoffs and establishing mutual success plans with objectives, milestones, and measurable success metrics within the first 30 days.
• Monitor account health through enrollment rates, customer engagement, executive sponsor changes, and support trends, implementing proactive mitigation strategies for accounts showing churn risk.
• Develop strategic account plans that include organizational and stakeholder mapping, whitespace analysis, and multi-year engagement roadmaps aligned with customer priorities.

• Demonstrate measurable customer value through personal data exposure-reduction reporting, coverage metrics, removal activity, and continuous monitoring results.
• Translate privacy protection outcomes into executive-ready reporting aligned with each customer's security objectives and risk management framework.
• Conduct Executive Business Reviews (EBRs) with strategic customers, evaluating progress against customer success plans and quantifying delivered value.
• Establish consistent customer engagement practices and ongoing value-focused interactions throughout the account lifecycle.
• Build trusted relationships with executive sponsors, including Chief Information Security Officers (CISOs), General Counsel, and Chief People Officers, as well as operational stakeholders and internal champions.
• Maintain multiple stakeholder relationships across customer organizations to protect account continuity during executive sponsor or customer champion transitions.

• Increase product adoption across complex enterprise organizations through employee enrollment campaigns, internal communication initiatives, and customer champion enablement.
• Guide customers through product capabilities, new features, expanded coverage options, and relevant privacy protection best practices.
• Develop adoption strategies that address multiple departments, stakeholders, and protected employee populations.

• Own enterprise contract renewals, customer retention outcomes, renewal forecasting, and proactive logo-churn prevention across the assigned account portfolio.
• Manage enterprise renewal timelines around customer budget cycles, procurement requirements, and multi-stakeholder approval processes.
• Structure and negotiate multi-year renewal agreements, coordinating with Legal, Finance, and Account Executives on contract terms, pricing arrangements, and procurement requirements.
• Track Gross Revenue Retention (GRR), Net Revenue Retention (NRR), on-time renewal rates, and renewal forecast accuracy.

• Identify account expansion opportunities involving additional employee seats, coverage tiers, departments, and protected populations.
• Partner with Account Executives to execute expansion opportunities during renewal negotiations and support expansion revenue growth.
• Recognize mid-year expansion signals, document opportunities, and coordinate qualified handoffs to Sales while remaining engaged through deal completion.
• Develop customer advocacy opportunities through referrals, customer references, case studies, and testimonials.
• Monitor expansion pipeline contributions, expansion revenue closed at renewal, customer satisfaction, and advocacy metrics such as NPS and CSAT.

• Advise enterprise customers on personal data exposure threats, including doxxing, data broker practices, and risks affecting executives and other high-profile employees.
• Help customers understand and reduce personal and organizational exposure to privacy and security threats.
• Support customer security and compliance review processes, including security questionnaires, data processing agreements (DPAs), and discussions of organizational security practices.
• Coordinate with internal Security and Legal stakeholders to address enterprise customer security requirements.

• Manage urgent customer escalations involving sensitive personal data exposure or individuals experiencing active targeting.
• Coordinate with internal operations and analyst teams to address critical incidents and maintain timely, discreet customer communication.

• Work with Account Executives, Product, Support, Marketing, and leadership to coordinate customer success initiatives and deliver consistent customer experiences.
• Represent customer priorities internally by communicating structured feedback that informs product development, onboarding processes, and service improvements.
• Maintain accurate CRM and Customer Success platform records, including account information, health scores, success plans, renewal forecasts, and customer engagement history.
• Protect confidential customer information and records of protected individuals by following data handling, least-privilege access, and information security policies.
• Monitor customer success performance through adoption rates, time-to-first-value, retention metrics, renewal execution, customer advocacy, and executive sponsor engagement.
• Track the strength and continuity of executive stakeholder relationships, including engagement across multiple contacts and reengagement following sponsor or champion turnover.

Qualifications

Required Experience

• Minimum 5+ years of professional experience as a Customer Success Manager, Account Manager, or in a comparable customer-facing account management role.
• Experience owning SaaS customer renewals, churn mitigation initiatives, and net revenue retention targets.
• Demonstrated experience managing a focused portfolio of high-value strategic enterprise accounts, emphasizing account planning and long-term customer relationships rather than high-volume pooled account coverage.
• Experience negotiating complex, multi-year enterprise contract renewals.
• Experience working with large enterprise organizations and navigating procurement processes, budget cycles, and buying committees involving multiple stakeholders.
• Experience driving product adoption across complex organizations and maintaining customer engagement through executive sponsor or champion transitions.
• Experience developing long-term client relationships, identifying customer needs, and improving the customer experience.
• Experience coordinating with Sales, Marketing, Product, and Support to achieve customer objectives.
• Experience applying project management principles and managing stakeholder expectations.

Required Skills

• Ability to manage the enterprise customer success lifecycle, including onboarding, implementation, adoption, account health monitoring, retention, and renewals.
• Ability to develop strategic customer success plans, establish measurable milestones, and communicate account performance and delivered value.
• Strong understanding of enterprise renewal management, customer churn prevention, revenue retention objectives, and complex contract negotiation processes.
• Ability to communicate privacy and security risks, business value, and risk-reduction outcomes clearly to technical stakeholders and senior executives.
• Strong executive engagement skills, including building trust with senior sponsors and managing relationships across multiple organizational levels.
• Ability to lead customer initiatives, coordinate projects, and manage competing stakeholder expectations.
• Sound judgment and discretion when handling confidential personal information and sensitive customer matters.
• Ability to manage urgent customer escalations and high-sensitivity situations using a calm, structured approach.
• Excellent critical thinking, analytical problem-solving, and written and verbal communication skills.
• Collaborative problem-solving capabilities and the ability to coordinate customer outcomes across internal departments.

Preferred Qualifications

• Experience in the Privacy, Security, or Threat Intelligence industry.
• Familiarity with enterprise security review processes, security questionnaires, SOC 2, and data processing agreements (DPAs).
• Experience using Customer Success platforms such as Gainsight or ChurnZero and customer relationship management (CRM) systems.
• Location within the Eastern Time Zone (ET) of the United States is preferred.

Benefits

• Medical, dental, and vision insurance.
• 401(k) retirement plan.
• Paid parental leave.
• 20 days of paid time off.
• 11 company-paid holidays.
• Paid birthday off.
• Work-from-home stipend.
• Cell phone reimbursement.
• Fitness membership reimbursement.
• Child care reimbursement.
• Complimentary premium personal data privacy protection membership.
• Discounted privacy protection plans for friends and family.