Customer Success Manager

About the Opportunity

The hiring organization is seeking a Customer Success Manager - Guided - West Coast to serve as the primary post-sales partner for a portfolio of approximately 30 enterprise accounts across the US West Coast region. In this role, you will guide customers from onboarding through scaled adoption and long-term expansion, turning technical success into durable revenue growth.

This is a full-time, remote role working West Coast hours, open to candidates residing in California, Colorado, Texas, or Washington.

Key Responsibilities

• Own a portfolio of approximately 30 enterprise accounts, serving as the primary post-sales partner across onboarding, adoption, and renewal.
• Lead customer kickoffs and success planning, aligning stakeholders on goals, timelines, responsibilities, and measurable outcomes.
• Drive onboarding and enablement across technical and business audiences, accelerating time-to-value and unblocking implementation challenges.
• Establish and maintain a structured operating cadence, including health checks, executive syncs, adoption reviews, and quarterly business reviews (QBRs), utilizing customer data and adoption insights to guide priorities.
• Monitor customer health and product usage signals to proactively identify risks, manage escalations, and maintain stakeholder alignment.
• Quantify and communicate business value across the customer lifecycle, constructing return-on-investment narratives tied to adoption, efficiency gains, and business impact.
• Identify and progress expansion opportunities, including upsell and cross-sell, collaborating with Account Executives on account strategies that support customer growth and enterprise net revenue retention.
• Partner closely with Support, Solutions Engineering, and Product teams to resolve blockers efficiently and ensure a smooth customer experience.
• Help design scalable playbooks and programs that improve customer outcomes across the broader customer base.
• Deliver structured, actionable feedback to Product and Engineering teams, representing customer requirements to help inform roadmap priorities.

Required Qualifications

• Enterprise Customer Success experience managing a portfolio of enterprise SaaS customers, including end-to-end execution of kickoffs, onboardings, stakeholder alignment, and QBRs.
• Technical fluency to engage credibly with IT and engineering stakeholders on topics such as APIs, integrations, authentication, environments, and automation architecture, with sound judgment on when to escalate.
• Commercial acumen with experience supporting renewals and expansion opportunities (upsell and cross-sell), alongside a track record of driving retention and growth outcomes.
• Value and outcomes mindset, with demonstrated skill in translating product usage into measurable business outcomes, ROI, and executive-ready narratives.
• Operational rigor, including running a structured operating cadence, managing competing priorities effectively, and maintaining stakeholder alignment with strong follow-through.
• Clear communication skills suited for both technical builders and executive stakeholders, with a focus on establishing durable customer relationships.
• Cross-functional collaboration skills, partnering effectively with Sales, Support, Solutions Engineering, and Product to remove blockers and enhance the customer journey.
• Ability to operate effectively amid ambiguity, take ownership, and build processes within a fast-moving, scaling environment.

Preferred Qualifications

• Prior experience using automation, AI tools, or workflow platforms.
• Experience operating in high-growth startup or scale-up environments.
• Experience collaborating across distributed teams and enterprise stakeholders across multiple US time zones or globally.
• Degree or equivalent experience in a technical field such as Computer Science, Engineering, or a related discipline.
• Familiarity with workflow automation, integration, or iPaaS platforms.

Location and Work Authorization

• This remote position requires working West Coast hours and is open only to candidates based in Washington, California, Colorado, or Texas.
• Candidates outside of Germany must have existing legal authorization to work in the country of residence.

Compensation and Benefits

• Competitive compensation and equity participation.
• Health and wellness coverage.
• Retirement planning and financial security benefits.
• Paid time off and work-life balance initiatives.
• Annual budget for professional development, courses, books, and coaching.
• Remote-first working environment with regular team gatherings.

Equal Opportunity Commitment

The organization is an equal opportunity employer and does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.