About This Job
As the Senior Manager of Enterprise Customer Success, you will lead, mentor, and scale a high-performing team of Enterprise Customer Success Managers (CSMs) dedicated to our highest-impact retail and cannabis commerce partners. You are not just a people manager; you are a master of process, a strategic operational architect, and a relentless executor who knows how to "get shit done".
Your mission is to level up our enterprise CS function. You will build, implement, and standardize scalable customer journeys, establish a rigorous Quarterly Business Review (QBR) operating cadence, and empower your team to turn complex retail operations into thriving, high-revenue accounts.
What You'll Do…
Team Leadership & Performance Elevation
- Coach & Mentor: Manage and upscale a team of high-touch Enterprise CSMs.
- Replicate Best Practices: Identify the strategies, playbooks, and behaviors of top-performing CSMs and turn them into standardized best practices to ensure consistency across the entire organization.
- Deck Building & Storytelling: Directly train and level up the team in executive-level deck building, teaching them how to use data to tell a compelling story that drives consultative recommendations.
- Skill Development: Elevate the team’s capabilities in strategic selling, executive presence, and navigating complex, multi-stakeholder enterprise environments.
Process Design & Operational Excellence
- Process Architecture: Build, implement, and continuously refine scalable, consistent CS processes from scratch to optimize customer-facing workflows and ensure internal operational agility.
- QBR Operating Cadence: Establish, standardize, and enforce a rigorous, high-impact Quarterly Business Review (QBR) framework that demonstrates clear ROI and uncovers growth levers.
- Account Health & Leading Indicators: Define, measure, and monitor comprehensive customer health metrics. Move beyond lagging data to identify early, leading indicators of potential churn.
- Account Mapping & Risk Mitigation: Drive a disciplined approach to account mapping and relationship management, ensuring CSMs are deeply embedded in partner ecosystems.
Cross-Functional Collaboration & Commercial Alignment
- Sales & CS Partnership: Ensure seamless handoffs, coordinated account mapping, and maximum conversion.
- Revenue & Expansion: Partner with Sales leadership to identify, track, and execute account expansion and cross-sell opportunities.
- Product Feedback Loop: Act as an internal champion, synthesizing high-level enterprise trends and product feedback into actionable insights for our Product and UX teams.
What You Bring...
- 8+ years of experience in B2B SaaS Customer Success, Account Management, or Strategic Consulting.
- 3+ years of direct people management experience, specifically leading enterprise-level CS teams.
- Proven track record of successfully designing, launching, and driving strict adoption of new internal operational processes and team playbooks.
- Demonstrated success in establishing customer health scoring systems and utilizing data analytics to forecast and prevent churn.
- Proven track record of managing and growing a multi-million dollar ARR book of business.