Senior Enterprise Customer Success Manager

TL;DR

Senior Enterprise Customer Success Manager (E-commerce): Oversee lifecycle of large enterprise customers, driving adoption, retention, and expansion with an accent on cross-functional orchestration and strategic account management. Focus on onboarding projects, renewals, business reviews, and issue resolution to align with customer goals.

Location: United States (Remote)

Base Salary: $120,000–$135,000 annually (by pay zone: Tier 1 NYC/SF/Seattle $130k–$135k; Tier 2 $125k–$130k; Tier 3 $120k–$125k). Equity and bonus eligible.

Company

Fraud prevention platform trusted by leading merchants worldwide, processing billions of transactions to enable fearless commerce.

What you will do

• Oversee customer lifecycle, driving adoption, satisfaction, and retention for assigned enterprise portfolio
• Project manage onboarding to successful deployment, coordinating internal and external teams
• Collaborate cross-functionally with Sales, Implementation, and Risk to meet client needs
• Identify and close renewals and expansion opportunities, owning commercial activities
• Conduct regular business reviews, advise on platform best practices, and resolve issues swiftly
• Build customer advocates and embody company values

Requirements

• 5+ years Customer Success or Account Management experience, with enterprise accounts
• Proven track record managing complex projects
• Proficiency in Salesforce, JIRA, Excel, G-Suite
• Analytical, metrics-driven approach; excellent communication and presentation skills
• Self-starter thriving in fast-paced, ambiguous environments
• Ability to travel when necessary; passion for e-commerce and technology

Nice to have

• Proficiency in BI tools like Looker
• Background in e-commerce, payments, fraud, or data science

Culture & Benefits

• Unlimited Discretionary Time Off
• 401K match, stock options, performance bonus/commissions
• Comprehensive health, dental, vision insurance; FSA, short/long-term disability, life insurance
• 12 weeks paid parental leave, on-demand therapy, learning budget via Learnerbly
• Company social events and swag