Enterprise Customer Success Manager, Prisma
$100,000–$120,000 year
RemoteUnited States
Job Summary
Own a portfolio of Prisma's largest and most strategic multifamily customers, serving as the executive relationship owner throughout the customer lifecycle. Build trusted relationships with executive sponsors by developing multi-year strategic account plans that increase adoption, protect recurring revenue, and identify expansion opportunities. Quarterback complex initiatives by aligning Sales, Product, Engineering, and Operations teams to deliver seamless outcomes. Lead Executive and Quarterly Business Reviews to reinforce ROI and influence decision-making while proactively identifying business risks and developing mitigation strategies. Serve as the primary strategic advisor responsible for customer retention, growth, and long-term business planning across assigned accounts. Assist in product configuration and provide revenue forecasting reports to sales and leadership. Lead complex escalations with urgency and ownership, coordinating internal stakeholders to maintain executive-level communication. Continuously improve the Customer Success organization by identifying scalable process improvements and mentoring teammates.
Required Qualifications
- 7+ years of experience in Enterprise Customer Success, Strategic Account Management, Enterprise SaaS, Consulting, or a related customer-facing leadership role
- Demonstrated success managing complex enterprise customer relationships and influencing executive stakeholders
- Proven ability to drive customer adoption, protect recurring revenue, and influence measurable revenue growth within existing customer portfolios
- Experience developing executive business cases and partnering with Sales to expand strategic customer relationships
- Strong commercial acumen with the ability to identify customer business challenges and translate them into growth opportunities
- Exceptional executive communication, presentation, negotiation, and relationship-building skills
- Strong organizational, analytical, consultative, and project management abilities
- Demonstrated ability to independently lead complex customer initiatives involving multiple cross-functional stakeholders
- Proficiency with CRM platforms such as HubSpot or Salesforce
- Ability to travel up to 20%
Desired Qualifications
- Experience in PropTech, FinTech, multifamily housing, digital payments, banking, or enterprise software
- Experience managing strategic customer portfolios representing significant recurring revenue
- Experience presenting to executive audiences including C-suite, Vice Presidents, and Regional Leadership
- Experience mentoring Customer Success professionals or leading cross-functional strategic initiatives
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