Customer Success Manager, Enterprise Agency

TL;DR

Customer Success Manager, Enterprise Agency (SaaS): Drive customer retention, expansion, and satisfaction across enterprise agency accounts with an accent on revenue pipeline management, renewals, and strategic recommendations. Focus on owning full customer lifecycle, accurate forecasting, leading QBRs, and mitigating churn risks.

Location: Remote (US). Up to 10% travel for team collaboration, customer engagements, and company events. Attendance at annual company offsite (typically in Mexico) expected. Limitations on hiring locations; unable to hire in some locations.

Salary: $105,000 - $125,000+ (OTE, geo-neutral in US)

Company

Leading AI-powered SaaS platform for PR and communications professionals, streamlining media database, monitoring, reporting, and workflow.

What you will do

• Serve as primary point of contact for enterprise agency customers, retaining and growing book of business
• Meet virtually and in-person to provide product expertise, best practices, and strategic recommendations
• Own full customer lifecycle from onboarding through renewal and product adoption
• Manage renewals, build and convert expansion pipeline (users, licenses, add-ons)
• Forecast revenue accurately, execute on-time renewals, and mitigate churn
• Lead QBRs, identify risks, resolve issues with Support/Product/leadership
• Provide customer insights to influence product and go-to-market strategy

Requirements

• 5-8 years in Customer Success, Account Management, or sales in B2B SaaS
• Experience with agency customers preferred
• Proven revenue target ownership (retention/expansion)
• Managing complex renewals, expansion in enterprise accounts
• Leverage data (usage/adoption) for strategy, pipeline/forecasting
• Executive presence, stakeholder relationships, communication/de-escalation
• Contract management/negotiation
• Operate in fast-paced distributed environment; proactively use AI tools

Culture & Benefits

• Fully distributed remote work forever with home office stipend, internet reimbursement, coworking
• Geo-neutral competitive pay in US, annual reviews, commission, 401(k) match, equity
• Comprehensive US health insurance (medical/dental/vision), HSA, wellness stipend, Headspace
• 4+ weeks PTO, paid sick/mental health days, 13 holidays, 16 weeks parental leave
• Learning: Coursera/O’Reilly unlimited, performance reviews, 2 extra PTO for development
• Inclusive culture emphasizing resilience, transparency, ownership, customer devotion

Hiring process

• Intro call with Talent Team
• Video interview with Hiring Manager
• Live working session
• Panel with executive team