Customer Success Jobs

About Us Our mission at Renterra is to modernize the $100B+ equipment rental industry. Tactically, we are building an end-to-end platform that will massively improve the way rental companies run their businesses. Renterra is a Series A–backed, venture-funded SaaS company serving hundreds of rental businesses across the U.S. and Canada. As we scale, customer success is a core pillar of our growth strategy and getting customers live, confident, and successful quickly is critical to everything we do. Job Description As a Customer Success Manager (CSM) at Renterra, you will own the customer journey from pre-onboarding through long-term success. Your primary responsibility is to get customers up and running successfully, ensuring they are properly set up, trained, and confident using Renterra in their day-to-day operations. You will partner closely with customers during implementation and training, then continue to manage the relationship post–go-live to drive adoption, retention, and growth. This role blends onboarding, enablement, relationship management, and proactive support, and is central to delivering an exceptional customer experience. This is a Chicago-based, hybrid role. Key Responsibilities Pre-Onboarding, Setup & Go-Live Partner with customers immediately post-sale to guide them through pre-onboarding and implementation Lead system setup and configuration alongside customers, ensuring Renterra is tailored to their business workflows Conduct live training sessions to educate customers on core functionality and best practices Ensure customers successfully go live and feel confident using Renterra in their daily operations Identify risks early in the onboarding process and proactively address them Occasionally assist with in-person, onsite implementations when necessary Ongoing Customer Success & Support Own long-term relationships for a portfolio of customers and serve as their primary point of contact Proactively monitor customer usage, engagement, and health indicators Lead ongoing check-ins and success reviews with customers Respond to customer questions and coordinate with support, product, and engineering as needed Advocate for customers internally while setting clear expectations Retention, Growth & Feedback Manage renewals and work to maximize retention and long-term value Identify opportunities for expansion and execute upsells through additional products, features, or increased usage Gather and synthesize customer feedback to inform product improvements and roadmap decisions Partner closely with product and engineering teams to represent the voice of the customer Qualifications 3+ years of experience in Customer Success, Implementation, Onboarding, or Account Management at a SaaS company Strong experience leading customer onboarding, setup, training, and go-live processes Excellent communication and presentation skills Proven ability to manage multiple customers and projects simultaneously Comfortable balancing customer success with commercial outcomes, including renewals, upsells, and cross-sells Comfortable working in a fast-paced, startup environment Strong problem-solving skills and a customer-first mindset Experience with SMB customers is a plus Familiarity with the equipment rental, construction, or asset-heavy industries is a plus, but not required Must be based in the Chicago area and able to work from the office in a hybrid capacity What We Offer Competitive salary and equity Health, dental, and vision insurance Flexible PTO policy A supportive, customer-first team culture Direct ownership over customer outcomes from day one Opportunities for growth as the Customer Success organization scales This is an opportunity to play a high-impact, end-to-end role in helping customers successfully adopt a modern rental software platform. If you enjoy onboarding customers, teaching software, building long-term relationships, and being hands-on with customers from day one, we’d love to hear from you. Renterra is an Equal Opportunity Employer.

Why Harvey At Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come. This is a rare chance to help build a generational company at a true inflection point. With 1500+ customers in 60+ countries, strong product-market fit, and world-class investor support, we’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched. Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you. At Harvey, the future of professional services is being written today — and we’re just getting started. Role Overview As a Majors Customer Success Manager, you’ll play a critical role in guiding our largest customers through their journey with Harvey and defining the future of work at elite law firms, Fortune 500 companies and premier asset managers. This position is pivotal in ensuring our customers not only adopt but also derive maximum value from our technology. You'll act as a trusted advisor, deeply integrating Harvey into their business processes, providing expert industry advice and shaping Harvey’s product roadmap. What You'll Do Client Relationship Management: Serve as the primary contact for customers with a prescriptive and consultative approach and as a thought partner to deliver a superior customer experience. Strategic Implementation: Lead the integration of Harvey into daily workflows, ensuring seamless adoption and optimal use of our AI solutions. Customer Health Monitoring: Proactively and strategically manage overall account health by monitoring key indicators, addressing risks early and driving initiatives that support long-term customer success and retention. Training & Enablement: Evangelize the power of Harvey as you meet with end users and collaborate with Legal Product Specialists to enable end users to adopt Harvey on a daily-basis as it becomes a “must have” product. Advocacy and Engagement: Direct stakeholder engagement and facilitate executive engagement, transforming customers into Harvey champions within their organizations. Feedback Loop: Relay customer insights to our internal teams and collaborate with Product to aid in the continuous improvement of our product and services. Travel required: Up to 25% of the time What You Have Background in management consulting or technology advisory at a top tier management consulting firm, or strategic customer success/account management experience in an Enterprise SaaS or legal (big law or in-house or in-house) environment History and comfort conducting change management and wide-scale adoption for large technology projects. Excellent communication and strategic planning skills, and a capability of influencing stakeholders at every level, including at the executive level. Results driven mindset and the ability to ruthlessly prioritize competing tasks and demanding customers seamlessly. A strong commitment to be collaborative and proactive with a team-first mentality. What We Offer A chance to be at the forefront of AI technology and innovation, directly impacting how our customers' businesses operate and thrive. An opportunity to contribute to the growth and direction of our rapidly-evolving Customer Success program, building out best-in-class playbooks and processes. A collaborative work environment that promotes growth, learning, and development. Compensation Range $180,000-$210,000 OTE with an 80/20 split Depending on your location, an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Notices [ here ]. #LI-GK1 Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing accommodations@harvey.ai

About SalesJack SalesJack is the leading sales platform for independent businesses in the construction supply industry. Our customers are the backbone of the industry, driven by blue-collar, entrepreneurial teams who have been underserved by technology for too long. With SalesJack, these companies finally have the tools to compete head-to-head with larger rivals. Our founding team brings a wealth of experience from Uber and the construction industry, giving us a unique perspective on the challenges our customers face and how to solve them. We're committed to sustainable growth, building a long-term business that can have a lasting impact on this massive and vital industry. We are looking to hire our first team member in customer success to help onboard our new customers and help them get the most out of our platform. What You'll Do Collaborate directly with founders to build out our customer success program: Lead onboarding sessions for new accounts (sales managers, reps, admins) Build playbooks, short videos, and help-center resources. Track product usage data, proactively engage accounts that are under-utilizing. Hold regular check-ins (monthly/quarterly business reviews). Surface success stories You Might Be a Fit If You... Experience in customer success in B2B SaaS Builder mindset: scrappy, comfortable with imperfect processes, enjoys shaping playbooks Thrive in fast-paced, ambiguous early-stage settings. Proven ability to drive retention, adoption, and long-term customer success. Experience leading executive-level conversations, business reviews/QBRs, and complex client presentations. Nice-to-Haves Experience or interest in the construction industry. Experience using and/or implementing CRMs Why Join? Significant Equity & Leadership Role : Meaningful early-stage equity and a clear path to leadership as we scale. Immediate Impact : Work closely with our clients to get the most from our platform. Collaborate with our product team to bring customer ideas to life. Sustainable Growth : Join an experienced team focused on building a company with strong fundamentals and enduring value.

About KatRisk KatRisk is a leading provider of catastrophe risk modeling solutions, dedicated to helping businesses and organizations understand, manage, and mitigate the risks associated with natural disasters. Our innovative technology and expertise enable clients to make informed decisions, optimize their risk management strategies, and safeguard their assets and operations against potential catastrophes. Role Overview KatRisk is looking for an experienced and client-focused Head of Customer Success to own and lead the customer success function. This is a hands-on customer facing role — you'll be the primary driver of client satisfaction, retention, and growth. You'll work closely with our sales, product, and technical teams to ensure our clients get maximum value from our platform and are set up for long-term success. Responsibilities Serve as the senior point of contact for KatRisk's client portfolio, building deep, trust-based relationships with key stakeholders. Develop and execute customer success strategies that drive adoption, retention, and expansion. Lead onboarding for new clients, ensuring a smooth and effective implementation experience. Monitor client health and proactively identify risks, developing action plans to address churn or dissatisfaction. Manage and mentor team members, providing guidance and fostering their professional development. Partner with the sales team on renewals and upsell opportunities. Serve as the voice of the customer internally, channeling client feedback to product and engineering teams to inform the product roadmap. Develop and maintain customer success playbooks, processes, and metrics to scale the function as KatRisk grows. Requirements 5+  years of experience in customer success, account management, or a related client-facing role, ideally in a B2B SaaS or data/analytics environment. Proven track record of managing and growing a portfolio of enterprise or technical clients. Experience in the insurance, reinsurance, or catastrophe risk industry. Comfortable in a hands-on, startup-style environment where you'll both set strategy and execute on it. Strong communicator with the ability to translate complex technical concepts for non-technical audiences. Demonstrated ability to manage and develop direct reports. Proficiency with CRM and customer success tools (e.g., Salesforce, Gainsight, or similar). Self-motivated, organized, and comfortable working remotely and across time zones.

Loyalty Juggernaut (LJI) is a leading B2B SaaS company redefining how enterprises drive customer engagement and loyalty. Our flagship platform, GRAVTY®, enables global brands to transform loyalty programs into measurable, revenue-generating growth engines. Built as an AI-first, next-generation solution, GRAVTY® empowers organizations to deliver highly personalized, real-time experiences at scale—helping them increase customer lifetime value and deepen brand relationships. Headquartered in Palo Alto, California, LJI partners with leading enterprises across 16 major industries including airlines, retail, hospitality, financial services and telecommunications powering some of the most innovative loyalty ecosystems worldwide. Our Global Impact: 400+ Million members connected through our platform. 100+ Global Brands trust us to drive loyalty and brand devotion. 3-Time Winner of “Best Technology Innovation in Loyalty”. Global recognitions for Excellence in Loyalty Management under numerous categories. Recognised as a ‘Strong performer’ in The Forrester Wave™ Loyalty Platforms, Q4 2025. Explore more about us at www.lji.io . The Opportunity As a Business Analyst at Loyalty Juggernaut (LJI), you'll work at the intersection of business, technology, and customer success, helping large enterprises and  some of the world's leading brands deliver next-generation loyalty experiences through the GRAVTY® platform. You'll partner with enterprise customers to understand business requirements, analyze loyalty program needs, and translate them into scalable solutions on the GRAVTY®. This role is ideal for candidates who enjoy understanding business challenges, interacting with customers, and translating business requirements into technology-driven solutions. Key Responsibilities Drive end-to-end implementation of GRAVTY® solutions for global enterprise customers. Conduct discovery workshops and requirement-gathering sessions to understand customer business processes, objectives, and challenges. Analyze business requirements and translate them into functional specifications and solution designs. Configure solutions, support testing, User Acceptance Testing (UAT), and go-live activities. Collaborate closely with Product, Engineering, QA, Analytics, and Customer Success teams to ensure successful project delivery. Build strong customer relationships through effective communication, stakeholder management, and collaboration. Deliver customer training sessions and prepare functional documentation, user guides, and implementation artifacts. Support post-implementation activities, including issue resolution, solution optimization, and customer adoption. Monitor project progress, proactively identify risks, and contribute to continuous process and product improvements. An Ideal Candidate 2027 Engineering graduate from ECE/EEE/Mechanical stream with a minimum CGPA of 7.5. Genuine interest in  business consulting, client-facing roles,  and enterprise product delivery. A strong passion for solving business problems using technology. Curiosity to understand business processes and recommend practical technology solutions. A proactive, high energy, street-smart mindset with a passion for continuous learning. Excellent analytical, logical thinking, and problem-solving skills. Strong verbal and written communication with the ability to interact confidently with customers. Ability to work effectively with cross-functional teams in a fast-paced environment. Ownership, accountability, and a customer-first mindset. Why Join LJI? At LJI, you'll gain exposure to global enterprise customers, work alongside experienced product and consulting teams, and build expertise in enterprise SaaS, business consulting, customer engagement, and loyalty technology. You'll play a key role in delivering impactful digital transformation projects while accelerating your professional growth.

About EnterpriseAlumni: EnterpriseAlumni is the market-leading alumni engagement platform, building a category-defining environment for alumni and professional networks with a strong focus on regulated industries. As we scale globally, Customer Success is central to our growth strategy. About the Role: We are looking for a   Senior Customer Success Manager   to own a portfolio of strategic enterprise accounts. This is an individual contributor role with a clear commercial mandate: you will own the full health and growth of your book of business, from executive relationships and renewal strategy through to adoption and program expansion. This is not a reactive role, but it is a deeply accountable one. When issues arise, the customer should never have to chase a status update, escalate internally, or wonder whether the right people are engaged on the vendor side. You are the organisational navigator: influencing without direct authority across Support, Engineering, and Product to ensure the right urgency and the right resources are brought to bear, while managing expectations proactively with stakeholders at every level of both organisations. You are there, above all, to become a trusted advisor to senior stakeholders in complex businesses, drive measurable outcomes for their alumni programs, and translate that partnership into long-term revenue retention and expansion for EnterpriseAlumni. Working across the Americas and Europe, you will operate at the intersection of enterprise SaaS and the rigorous expectations of heavily regulated industries, where trust is earned through outcomes. What You’ll Be Doing: Own your book of business commercially • As named CSM with a multi-million dollar defined portfolio comprising 6 and 7-figure strategic accounts, you will own NRR, gross retention, and expansion revenue. • Lead renewal strategy and commercial planning at the account level, forecasting accurately and managing risk proactively. • Identify and develop upsell and cross-sell opportunities through a value-led approach, partnering closely with Sales to advance and close. • Maintain accurate account health scores, renewal forecasts and plans, and risk flags in business systems and reports, with a bias for early identification and active planning to add value and intervene or escalate, as needed. Build and manage executive relationships • Build multi-threaded relationships at senior levels, including commercial, people, marketing, comms, and strategy leaders, alumni relations heads, and C-suite sponsors at large enterprises. • Act as the customer's internal champion on open issues: ensuring every active problem has clear ownership, honest timelines, and proactive outbound communication, so that the customer never has to ask where things stand. • Navigate cross-functional dynamics within EnterpriseAlumni with influence rather than authority, aligning Support, Engineering, and Product around customer priorities and advocating with the credibility and evidence to drive action on timelines that matter. • Plan and manage executive business reviews (EBRs) and quarterly business reviews (QBRs) in partnership with EnterpriseAlumni leadership, with a commercial agenda, and focused on value realised and forward strategy rather than platform usage metrics alone. • Serve as a trusted advisor on alumni engagement strategy, guiding customers to design their programs to deliver measurable strategic outcomes for their alumni and institution. • Personally own escalation and recovery for at-risk accounts in your portfolio, engaging at the right level with urgency and a clear resolution plan. Drive customer outcomes and adoption • Develop and execute account-level success plans, going beyond platform metrics to connect to the customer’s broader alumni strategy as it ties into their larger corporate strategic goals, which you will identify and align on continuously with the customer. • Partner with customers to integrate alumni engagement within their internal teams, processes, and brand strategy, maximising program impact and executive visibility. • Champion the alumni experience by guiding customers to build programs with compelling value propositions that drive genuine participation. • Articulate ROI in terms that resonate with leadership in a range of sectors, drawing on institutional context, compliance considerations, and commercial outcomes. • Manage expectations actively across the customer organisation: communicating upward to executive sponsors when needed, across to their internal stakeholders during program delivery, and proactively when timelines shift or issues arise. Be the intelligence layer between customers and product • Synthesise patterns across your portfolio to surface product gaps, feature opportunities, and emerging customer needs. • Bring structured, evidence-based customer insights to Product, making the case for roadmap investments that improve retention and expansion, leveraging channels such as the customer advisory board (CAB), QBR/EBR, and internal and analyst surveys (e.g. G2). • Stay close to the competitive landscape and relevant sector trends, using that knowledge to advise customers and sharpen internal strategy. What We’re Looking For: Must-have • 5+ years in B2B SaaS Customer Success, Account Management, or Partnerships. • Proven track record owning NRR, gross retention, and expansion for a portfolio of enterprise accounts. • Experience managing senior stakeholder relationships at complex, multi-stakeholder organisations. • Commercial mindset: comfortable owning renewal forecasting, expansion pipeline, and account risk for your book of business. • Clear, confident communicator capable of running strategic conversations at VP and C-suite level. • Familiarity with regulated industries or environments with high expectations around data, security, and compliance. Nice-to-have • Experience in financial services, defense, or relevant industries, or professional networks, talent, or HR-adjacent SaaS platforms. • Familiarity with GDPR, SOC 2, ISO 27001, or similar standards in enterprise SaaS. • Experience in a business with land and expand motions. • Background managing international or distributed customer portfolios. • Team management experience, even though this is an individual contributor role. • A record of managing customer and internal relationships to drive adoption, migration, and integration. What Success Looks Like • Strong, predictable net revenue retention across your account portfolio. • Deep executive relationships with economic buyers and champions at your strategic accounts. • Expansion pipeline generated through value-led conversations, not reactive upsell. • Customer insights that meaningfully shape product roadmap decisions. • Customers who position you as a strategic partner, not a support contact. Why Join Us • Direct influence on customer outcomes, product direction, and company growth. • Work with sophisticated enterprise customers in multiple sectors on a product that genuinely matters to their people. • Be part of a globally distributed team during a critical scale-up phase. • Competitive compensation and long-term upside. At the heart of our company is EA DNA — the essence that connects our six core values and shapes how we work every day. It guides every decision, behavior and interaction, and defines the way we do business. When you join us, you become part of a team that truly lives these values: People First, Customer at Our Core, Think Commercially, One Team, Own It, and Urgency. These principles shape your experience here — how we support you, how we work together, and how we deliver for our customers. The successful candidate will be based at the company’s London offices. We currently operate a hybrid arrangement where employees work from home on Fridays. How to Apply Interested candidates are invited to submit their resume, and a brief cover letter explaining why they are the perfect fit for this role. EnterpriseAlumni is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Follow us on LinkedIn to stay up to date on Company news:    https://www.linkedin.com/company/enterprisealumni/ Hey recruiters! This one’s for direct applicants only. We’re not accepting candidates from agencies or third-party recruiters.

About EnterpriseAlumni: EnterpriseAlumni is the market-leading alumni engagement platform, building a category-defining environment for alumni and professional networks with a strong focus on regulated industries. As we scale globally, Customer Success is central to our growth strategy. About the Role: We are looking for a   Senior Customer Success Manager   to own a portfolio of strategic enterprise accounts. This is an individual contributor role with a clear commercial mandate: you will own the full health and growth of your book of business, from executive relationships and renewal strategy through to adoption and program expansion. This is not a reactive role, but it is a deeply accountable one. When issues arise, the customer should never have to chase a status update, escalate internally, or wonder whether the right people are engaged on the vendor side. You are the organizational navigator: influencing without direct authority across Support, Engineering, and Product to ensure the right urgency and the right resources are brought to bear, while managing expectations proactively with stakeholders at every level of both organizations. You are there, above all, to become a trusted advisor to senior stakeholders in complex businesses, drive measurable outcomes for their alumni programs, and translate that partnership into long-term revenue retention and expansion for EnterpriseAlumni. Working across the Americas and Europe, you will operate at the intersection of enterprise SaaS and the rigorous expectations of heavily regulated industries, where trust is earned through outcomes. What You’ll Be Doing: Own your book of business commercially • As named CSM with a multi-million dollar defined portfolio comprising 6 and 7-figure strategic accounts, you will own NRR, gross retention, and expansion revenue. • Lead renewal strategy and commercial planning at the account level, forecasting accurately and managing risk proactively. • Identify and develop upsell and cross-sell opportunities through a value-led approach, partnering closely with Sales to advance and close. • Maintain accurate account health scores, renewal forecasts and plans, and risk flags in business systems and reports, with a bias for early identification and active planning to add value and intervene or escalate, as needed. Build and manage executive relationships • Build multi-threaded relationships at senior levels, including commercial, people, marketing, comms, and strategy leaders, alumni relations heads, and C-suite sponsors at large enterprises. • Act as the customer's internal champion on open issues: ensuring every active problem has clear ownership, honest timelines, and proactive outbound communication, so that the customer never has to ask where things stand. • Navigate cross-functional dynamics within EnterpriseAlumni with influence rather than authority, aligning Support, Engineering, and Product around customer priorities and advocating with the credibility and evidence to drive action on timelines that matter. • Plan and manage executive business reviews (EBRs) and quarterly business reviews (QBRs) in partnership with EnterpriseAlumni leadership, with a commercial agenda, and focused on value realized and forward strategy rather than platform usage metrics alone. • Serve as a trusted advisor on alumni engagement strategy, guiding customers to design their programs to deliver measurable strategic outcomes for their alumni and institution. • Personally own escalation and recovery for at-risk accounts in your portfolio, engaging at the right level with urgency and a clear resolution plan. Drive customer outcomes and adoption • Develop and execute account-level success plans, going beyond platform metrics to connect to the customer’s broader alumni strategy as it ties into their larger corporate strategic goals, which you will identify and align on continuously with the customer. • Partner with customers to integrate alumni engagement within their internal teams, processes, and brand strategy, maximising program impact and executive visibility. • Champion the alumni experience by guiding customers to build programs with compelling value propositions that drive genuine participation. • Articulate ROI in terms that resonate with leadership in a range of sectors, drawing on institutional context, compliance considerations, and commercial outcomes. • Manage expectations actively across the customer organisation: communicating upward to executive sponsors when needed, across to their internal stakeholders during program delivery, and proactively when timelines shift or issues arise. Be the intelligence layer between customers and product • Synthesise patterns across your portfolio to surface product gaps, feature opportunities, and emerging customer needs. • Bring structured, evidence-based customer insights to Product, making the case for roadmap investments that improve retention and expansion, leveraging channels such as the customer advisory board (CAB), QBR/EBR, and internal and analyst surveys (e.g. G2). • Stay close to the competitive landscape and relevant sector trends, using that knowledge to advise customers and sharpen internal strategy. What We’re Looking For: Must-have • 5+ years in B2B SaaS Customer Success, Account Management, or Partnerships. • Proven track record owning NRR, gross retention, and expansion for a portfolio of enterprise accounts. • Experience managing senior stakeholder relationships at complex, multi-stakeholder organisations. • Commercial mindset: comfortable owning renewal forecasting, expansion pipeline, and account risk for your book of business. • Clear, confident communicator capable of running strategic conversations at VP and C-suite level. • Familiarity with regulated industries or environments with high expectations around data, security, and compliance. Nice-to-have • Experience in financial services, defense, or relevant industries, or professional networks, talent, or HR-adjacent SaaS platforms. • Familiarity with GDPR, SOC 2, ISO 27001, or similar standards in enterprise SaaS. • Experience in a business with land and expand motions. • Background managing international or distributed customer portfolios. • Team management experience, even though this is an individual contributor role. • A record of managing customer and internal relationships to drive adoption, migration, and integration. What Success Looks Like • Strong, predictable net revenue retention across your account portfolio. • Deep executive relationships with economic buyers and champions at your strategic accounts. • Expansion pipeline generated through value-led conversations, not reactive upsell. • Customer insights that meaningfully shape product roadmap decisions. • Customers who position you as a strategic partner, not a support contact. Why Join Us • Direct influence on customer outcomes, product direction, and company growth. • Work with sophisticated enterprise customers in multiple sectors on a product that genuinely matters to their people. • Be part of a globally distributed team during a critical scale-up phase. • Competitive compensation and long-term upside. Base salary will $90,000–$125,000 annually, depending on relevant SaaS experience, account complexity, commercial responsibility and qualifications. The company anticipates introducing a performance-based bonus plan in January 2027. Details of the plan, including eligibility, performance measures and potential payouts, are still being finalized and will be communicated once approved. Eligible employees receive medical, dental and vision insurance, paid vacation, and company holidays. At the heart of our company is EA DNA — the essence that connects our six core values and shapes how we work every day. It guides every decision, behavior and interaction, and defines the way we do business. When you join us, you become part of a team that truly lives these values: People First, Customer at Our Core, Think Commercially, One Team, Own It, and Urgency. These principles shape your experience here - how we support you, how we work together, and how we deliver for our customers. The successful candidate will initially be based remotely from their home. How to Apply Interested candidates are invited to submit their resume, and a brief cover letter explaining why they are the perfect fit for this role. EnterpriseAlumni is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Follow us on LinkedIn to stay up to date on Company news:    https://www.linkedin.com/company/enterprisealumni/ Hey recruiters! This one’s for direct applicants only. We’re not accepting candidates from agencies or third-party recruiters.

About EnterpriseAlumni: EnterpriseAlumni is the market-leading alumni engagement platform, building a category-defining environment for alumni and professional networks with a strong focus on regulated industries. As we scale globally, Customer Success is central to our growth strategy. About the Role: We are looking for a   Senior Customer Success Manager   to own a portfolio of strategic enterprise accounts. This is an individual contributor role with a clear commercial mandate: you will own the full health and growth of your book of business, from executive relationships and renewal strategy through to adoption and program expansion. This is not a reactive role, but it is a deeply accountable one. When issues arise, the customer should never have to chase a status update, escalate internally, or wonder whether the right people are engaged on the vendor side. You are the organizational navigator: influencing without direct authority across Support, Engineering, and Product to ensure the right urgency and the right resources are brought to bear, while managing expectations proactively with stakeholders at every level of both organizations. You are there, above all, to become a trusted advisor to senior stakeholders in complex businesses, drive measurable outcomes for their alumni programs, and translate that partnership into long-term revenue retention and expansion for EnterpriseAlumni. Working across the Americas and Europe, you will operate at the intersection of enterprise SaaS and the rigorous expectations of heavily regulated industries, where trust is earned through outcomes. What You’ll Be Doing: Own your book of business commercially • As named CSM with a multi-million dollar defined portfolio comprising 6 and 7-figure strategic accounts, you will own NRR, gross retention, and expansion revenue. • Lead renewal strategy and commercial planning at the account level, forecasting accurately and managing risk proactively. • Identify and develop upsell and cross-sell opportunities through a value-led approach, partnering closely with Sales to advance and close. • Maintain accurate account health scores, renewal forecasts and plans, and risk flags in business systems and reports, with a bias for early identification and active planning to add value and intervene or escalate, as needed. Build and manage executive relationships • Build multi-threaded relationships at senior levels, including commercial, people, marketing, comms, and strategy leaders, alumni relations heads, and C-suite sponsors at large enterprises. • Act as the customer's internal champion on open issues: ensuring every active problem has clear ownership, honest timelines, and proactive outbound communication, so that the customer never has to ask where things stand. • Navigate cross-functional dynamics within EnterpriseAlumni with influence rather than authority, aligning Support, Engineering, and Product around customer priorities and advocating with the credibility and evidence to drive action on timelines that matter. • Plan and manage executive business reviews (EBRs) and quarterly business reviews (QBRs) in partnership with EnterpriseAlumni leadership, with a commercial agenda, and focused on value realized and forward strategy rather than platform usage metrics alone. • Serve as a trusted advisor on alumni engagement strategy, guiding customers to design their programs to deliver measurable strategic outcomes for their alumni and institution. • Personally own escalation and recovery for at-risk accounts in your portfolio, engaging at the right level with urgency and a clear resolution plan. Drive customer outcomes and adoption • Develop and execute account-level success plans, going beyond platform metrics to connect to the customer’s broader alumni strategy as it ties into their larger corporate strategic goals, which you will identify and align on continuously with the customer. • Partner with customers to integrate alumni engagement within their internal teams, processes, and brand strategy, maximising program impact and executive visibility. • Champion the alumni experience by guiding customers to build programs with compelling value propositions that drive genuine participation. • Articulate ROI in terms that resonate with leadership in a range of sectors, drawing on institutional context, compliance considerations, and commercial outcomes. • Manage expectations actively across the customer organisation: communicating upward to executive sponsors when needed, across to their internal stakeholders during program delivery, and proactively when timelines shift or issues arise. Be the intelligence layer between customers and product • Synthesise patterns across your portfolio to surface product gaps, feature opportunities, and emerging customer needs. • Bring structured, evidence-based customer insights to Product, making the case for roadmap investments that improve retention and expansion, leveraging channels such as the customer advisory board (CAB), QBR/EBR, and internal and analyst surveys (e.g. G2). • Stay close to the competitive landscape and relevant sector trends, using that knowledge to advise customers and sharpen internal strategy. What We’re Looking For: Must-have • 5+ years in B2B SaaS Customer Success, Account Management, or Partnerships. • Proven track record owning NRR, gross retention, and expansion for a portfolio of enterprise accounts. • Experience managing senior stakeholder relationships at complex, multi-stakeholder organisations. • Commercial mindset: comfortable owning renewal forecasting, expansion pipeline, and account risk for your book of business. • Clear, confident communicator capable of running strategic conversations at VP and C-suite level. • Familiarity with regulated industries or environments with high expectations around data, security, and compliance. Nice-to-have • Experience in financial services, defense, or relevant industries, or professional networks, talent, or HR-adjacent SaaS platforms. • Familiarity with GDPR, SOC 2, ISO 27001, or similar standards in enterprise SaaS. • Experience in a business with land and expand motions. • Background managing international or distributed customer portfolios. • Team management experience, even though this is an individual contributor role. • A record of managing customer and internal relationships to drive adoption, migration, and integration. What Success Looks Like • Strong, predictable net revenue retention across your account portfolio. • Deep executive relationships with economic buyers and champions at your strategic accounts. • Expansion pipeline generated through value-led conversations, not reactive upsell. • Customer insights that meaningfully shape product roadmap decisions. • Customers who position you as a strategic partner, not a support contact. Why Join Us • Direct influence on customer outcomes, product direction, and company growth. • Work with sophisticated enterprise customers in multiple sectors on a product that genuinely matters to their people. • Be part of a globally distributed team during a critical scale-up phase. • Competitive compensation and long-term upside. Base salary will $90,000–$125,000 annually, depending on relevant SaaS experience, account complexity, commercial responsibility and qualifications. The company anticipates introducing a performance-based bonus plan in January 2027. Details of the plan, including eligibility, performance measures and potential payouts, are still being finalized and will be communicated once approved. Eligible employees receive medical, dental and vision insurance, paid vacation, and company holidays. At the heart of our company is EA DNA — the essence that connects our six core values and shapes how we work every day. It guides every decision, behavior and interaction, and defines the way we do business. When you join us, you become part of a team that truly lives these values: People First, Customer at Our Core, Think Commercially, One Team, Own It, and Urgency. These principles shape your experience here - how we support you, how we work together, and how we deliver for our customers. The successful candidate will initially be based remotely from their home. How to Apply Interested candidates are invited to submit their resume, and a brief cover letter explaining why they are the perfect fit for this role. EnterpriseAlumni is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Follow us on LinkedIn to stay up to date on Company news:    https://www.linkedin.com/company/enterprisealumni/ Hey recruiters! This one’s for direct applicants only. We’re not accepting candidates from agencies or third-party recruiters.