Enterprise Customer Success Manager

We are seeking an Enterprise Customer Success Manager to own and nurture relationships with our enterprise-sized customers. In this role, you will serve as a trusted advisor to C-suite executives and senior stakeholders, driving measurable business outcomes and ensuring long-term partnership success. You will manage a portfolio of enterprise accounts representing ~$2.5M in ARR. Responsibilities Account Ownership - Own the end-to-end customer relationship for a portfolio of 50-70 enterprise accounts - Develop and execute account success plans aligned with each customer's business objectives and hiring outcomes - Build and maintain relationships across customer organizations, from day-to-day users to HR and TA leadership - Serve as the primary point of accountability for customer health, adoption, retention, and expansion Business Value & Outcomes - Partner with customers to define success criteria and measurable outcomes tied to their use of Criteria's platform - Conduct regular business reviews that articulate realized value, product utilization, and forward-looking priorities - Translate usage data and product capabilities into clear business impact narratives - Identify adoption gaps and coordinate resources to close them Revenue Stewardship - Own gross revenue retention (GRR) and influence net revenue retention (NRR) for your portfolio - Partner with Client Account Executives to identify and surface expansion opportunities - Lead renewal strategy and execution, engaging early to flag risk and support on-time renewals - Support business cases for additional product investment when expansion opportunities are identified Cross-Functional Orchestration - Route support, implementation, and product inquiries to the right internal resource; keep the customer informed throughout - Act as the voice of the customer internally, surfacing patterns that inform product and go-to-market decisions - Collaborate with Account Management on account strategy for shared accounts Risk Management - Proactively identify adoption barriers, sentiment shifts, and churn risk through data and relationship signals - Develop and execute risk mitigation plans with clear timelines and ownership - Maintain accurate renewal forecasting and account health documentation in ChurnZero and Salesforce   Requirements  To be successful in this role the incumbent will demonstrate the following: - 3+ years in Enterprise Customer Success, Account Management, Management Consulting, or Sales at a B2B SaaS or technology company - Proven track record of 95%+ gross retention and net expansion in enterprise segments - Experience navigating complex, matrixed organizations with extended sales and renewal cycles - Financial fluency. Comfortable with P&L discussions, TCO, ROI, and building executive-level business cases - Demonstrated ability to build trusted advisor relationships with C-suite and VP-level executives - Exceptional communication and presentation skills with executive audiences - Strong analytical capabilities. Able to synthesize usage data, health scores, and business metrics into actionable insights - Experience developing and executing multi-year strategic account plans tied to measurable outcomes - Proficiency with CS platforms (ChurnZero), CRM (Salesforce), and BI tools - Familiarity with enterprise procurement, legal, and security review processes Base: $120,000 Variable Compensation: $60,000 OTE: $180,000