Scaled Enterprise Customer Success Manager
On-site · Miami, Florida, United States or Toronto, Ontario, Canada
Job Summary
Scaled Enterprise CSM role focused on managing a $2M portfolio across 200+ enterprise accounts within a senior-level Account Director organization, driving retention, adoption, and expansion through data-driven engagement, executive-facing communication, and scalable success motions (onboarding journeys, webinars, office hours). Responsibilities include proactive risk identification via health signals and usage data, designing automated lifecycle campaigns, delivering targeted 1:1 engagements at key lifecycle moments, collaborating with cross-functional teams (RevOps, Product, Marketing, Support) to improve the customer journey, and applying automation and AI tools to support a distributed customer base. Ideal candidates are organized, analytically minded, and capable of translating data into actionable insights to deliver measurable outcomes across a large portfolio, with comfort engaging senior stakeholders (C-suite and VP-level) at large organizations.
Required Qualifications
- 3+ years of experience in Customer Success, Account Management, or a customer-facing role, preferably with exposure to enterprise or complex accounts
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