Scaled Enterprise Customer Success Manager
On-site · Miami, Florida, United States or Toronto, Ontario, Canada
Job Summary
Scaled Enterprise Customer Success Manager responsible for managing a $2M portfolio across 200+ enterprise accounts within a senior Account Director structure. You will be the credible point of contact for executive stakeholders, drive retention, adoption, and expansion using data-driven insights, lifecycle campaigns, onboarding journeys, webinars, and office hours. You’ll deploy scalable success motions, tailor 1:1 engagement at key lifecycle moments, monitor health signals to identify churn risk and growth opportunities, and collaborate cross-functionally with RevOps, Product, Marketing, and Support to optimize the customer journey. Strong emphasis on engaging with C-suite/VП-level executives, leveraging analytics and automation to support a large, distributed customer base, and applying tools like Gainsight, Salesforce, Outreach, and Gong to inform decisions and scale programs with measurable outcomes.
Required Qualifications
- 3+ years in Customer Success, Account Management, or customer-facing role, preferably with exposure to enterprise or complex accounts
- Comfortable engaging with senior business stakeholders, including C-suite and VP-level executives
- Experience with data and analytics to inform decisions, prioritize engagement, and identify risk/opportunity
- Familiarity with customer success platforms and CRM tools (e.g., Gainsight, Salesforce, Outreach, Gong) and willingness to apply at scale
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