Enterprise Customer Success Manager

We're looking for a hands-on Enterprise Customer Success Manager to own the long-term success of a portfolio of enterprise accounts. Your mission is simple: keep every logo and grow every account. The CS team is measured on logo retention, renewals and expansion revenue. To get there, you guide customers from signature through go-live, and then drive adoption and change management so Donna becomes part of how they work every day. Our customers move fast and we scale accounts quickly after signature, so you bring structure, speed and a sharp eye for what a customer needs next. One day you're in a renewal or upsell conversation, the next you're flagging churn risk, running a kick-off, or shaping feedback for our Product team. What you’ll be doing - Retention: own logo retention and the renewal conversation end-to-end. Monitor account health through leading indicators such as product adoption and NPS surveys, and act early on churn risk. - Expansion: identify and build expands, upsell and cross-sell opportunities across your portfolio, working closely with Sales. - Adoption and change management: drive user adoption and lead change management at the customer, so Donna is embedded in their daily workflows and track adoption metrics to prove measurable value. - Onboarding to go-live: own the customer relationship through kick-off, testing, training and go-live. You’ll work together with our Delivery team to help get customers to real production usage fast; Donna's model is built around rapidly scaling a customer to full value. - Trusted first point of contact: build strong relationships, understand the different stakeholders and their goals, and set clear expectations and deadlines to keep momentum. - Voice of the customer: collaborate closely with Marketing and Product. Capture and write up customer use cases that show value and best practices, for internal and customer-facing use.