Customer Success Jobs

At Locus Robotics, we build AI-powered systems and intelligent robots that keep global supply chains running. Our platform combines advanced AI, real-time decision-making, and autonomous robotics to help leading companies improve efficiency, scale operations, and adapt to constant change. Locus Robotics is a place to do meaningful work with real-world impact, where your ideas move quickly from concept to deployment. We invest in our people, encourage continuous learning, and give you the opportunity to grow your career while building technology that is used every day at global scale. As an Onsite Support Engineer, Robotics you will support our next-generation fully autonomous picking solution, Array. This is a high-impact, onsite role responsible for ensuring operational success, validating system performance, and acting as a key liaison between Customer Success, Product, Sales, and Engineering as Array evolves from Alpha to Beta and into General Availability. This role is based onsite at a customer location in Louisville, KY and requires daily presence Monday through Friday from 2:30PM-11PM ET. Responsibilities Serve as the onsite owner for Array system performance, ensuring daily operational success and stability. Monitor system health and performance, including robot activity, task execution, and workflow management. Proactively manage and optimize workflows to ensure throughput targets and operational KPIs are achieved. Perform onsite robot troubleshooting and repairs as needed to maintain system uptime and operational stability Conduct onsite testing, validation, and performance analysis to support product development and continuous improvement. Support product validation efforts by providing structured feedback on system performance, usability, and edge cases. Compile and analyze operational data (Throughput, UPH, Lines Per Hour, utilization) to generate actionable insights and recommendations. Act as a liaison between customer operations and internal teams, ensuring clear communication of issues, priorities, and opportunities. Assist in developing and refining standard operating procedures, best practices, and playbooks for Array deployments. Contribute to scaling efforts by helping define repeatable models for future Array deployments. Qualifications Bachelor’s Degree in Engineering, Computer Science, Industrial Engineering, or related technical field. 1+ years of experience in warehouse operations, robotics, automation, or technical customer-facing roles. Familiarity with warehouse operations, including picking workflows, labor management, and productivity metrics. Hands-on experience troubleshooting hardware or software systems, or strong technical aptitude with the ability to learn quickly. Strong analytical skills with the ability to interpret data and translate insights into operational improvements. Ability to operate effectively in fast-paced, ambiguous environments, particularly in early-stage product deployments. Proven ability to work cross-functionally and influence without direct authority. Self-motivated with a strong sense of ownership and accountability. Willingness to work onsite daily at customer locations and adapt to operational schedules as needed. Excellent English communication skills, both written and verbal, with the ability to engage diverse audiences effectively. The expected base salary range for this role is $50K to $80K annually, based on external market data, plus bonus and equity. Actual offers will depend on factors such as the candidate’s experience, education, training, key or critical skills, geographic location, and current market and business conditions. Additional Information Locus Robotics is an equal opportunity employer. Application Fraud Detection Notice: To help maintain a fair and secure hiring process, Locus Robotics may use AI-assisted and other automated tools to detect suspected fraud, misrepresentation, or misuse of the application process. Hiring decisions are not made solely by automated means unless otherwise disclosed where required by law. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

At Locus Robotics, we build AI-powered systems and intelligent robots that keep global supply chains running. Our platform combines advanced AI, real-time decision-making, and autonomous robotics to help leading companies improve efficiency, scale operations, and adapt to constant change. Locus Robotics is a place to do meaningful work with real-world impact, where your ideas move quickly from concept to deployment. We invest in our people, encourage continuous learning, and give you the opportunity to grow your career while building technology that is used every day at global scale. As an Onsite Support Engineer, Robotics you will support our next-generation fully autonomous picking solution, Array. This is a high-impact, onsite role responsible for ensuring operational success, validating system performance, and acting as a key liaison between Customer Success, Product, Sales, and Engineering as Array evolves from Alpha to Beta and into General Availability. This role is based onsite at a customer location in Louisville, KY and requires daily presence Monday through Friday from 6AM-2:30PM ET. Responsibilities Serve as the onsite owner for Array system performance, ensuring daily operational success and stability. Monitor system health and performance, including robot activity, task execution, and workflow management. Proactively manage and optimize workflows to ensure throughput targets and operational KPIs are achieved. Perform onsite robot troubleshooting and repairs as needed to maintain system uptime and operational stability Conduct onsite testing, validation, and performance analysis to support product development and continuous improvement. Support product validation efforts by providing structured feedback on system performance, usability, and edge cases. Compile and analyze operational data (Throughput, UPH, Lines Per Hour, utilization) to generate actionable insights and recommendations. Act as a liaison between customer operations and internal teams, ensuring clear communication of issues, priorities, and opportunities. Assist in developing and refining standard operating procedures, best practices, and playbooks for Array deployments. Contribute to scaling efforts by helping define repeatable models for future Array deployments. Qualifications Bachelor’s Degree in Engineering, Computer Science, Industrial Engineering, or related technical field. 1+ years of experience in warehouse operations, robotics, automation, or technical customer-facing roles. Familiarity with warehouse operations, including picking workflows, labor management, and productivity metrics. Hands-on experience troubleshooting hardware or software systems, or strong technical aptitude with the ability to learn quickly. Strong analytical skills with the ability to interpret data and translate insights into operational improvements. Ability to operate effectively in fast-paced, ambiguous environments, particularly in early-stage product deployments. Proven ability to work cross-functionally and influence without direct authority. Self-motivated with a strong sense of ownership and accountability. Willingness to work onsite daily at customer locations and adapt to operational schedules as needed. Excellent English communication skills, both written and verbal, with the ability to engage diverse audiences effectively. The expected base salary range for this role is $50K to $80K annually, based on external market data, plus bonus and equity. Actual offers will depend on factors such as the candidate’s experience, education, training, key or critical skills, geographic location, and current market and business conditions. Additional Information Locus Robotics is an equal opportunity employer. Application Fraud Detection Notice: To help maintain a fair and secure hiring process, Locus Robotics may use AI-assisted and other automated tools to detect suspected fraud, misrepresentation, or misuse of the application process. Hiring decisions are not made solely by automated means unless otherwise disclosed where required by law. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

About Bluevine Bluevine is the largest small business banking platform in the U.S., redefining how entrepreneurs manage their money. We create modern financial solutions, from checking and lending to payments and beyond, designed to help small business owners grow, thrive, and take control of their financial future. Our best-in-class technology, advanced security, and deep understanding of the small business community give our customers the confidence to focus on what they do best. Since 2013, we’ve supported more than 750,000 small businesses nationwide. Backed by leading investors like Lightspeed Venture Partners, Menlo Ventures, 83North, and Citi Ventures, our 500+ person global team shares one mission: to give small businesses the financial tools they need to succeed. We’re innovators driven by big ideas, collaboration, and real impact. Here, you’ll have the freedom to take ownership, grow your career, and make a difference for small business owners across America. Ready to shape what’s next? About the Role Our Customer Support team members are passionate about serving others, client-focused, and dedicated to helping small business owners succeed. As a Customer Support team member at Bluevine, you will be an advocate for our clients. In this role you will work closely with our rapidly growing support team to quickly and efficiently identify, solve, or properly direct our clients' questions and concerns. This role will focus on resolving questions from Small Business Owners regarding their current and future accounts which they have with Bluevine. This is not a fully remote role . At Bluevine, we pride ourselves on our collaborative culture, which we believe is best maintained through in-person interactions and a vibrant office environment. All of our offices will reopen in accordance with local guidelines. WHAT YOU'LL DO: Resolve small business owners’ questions and requests regarding Bluevine’s products via inbound calls, outbound follow-ups, emails, and/or chats. Ensure customer requests are resolved efficiently and effectively while addressing the customers’ stated and unstated short-term & long-term needs. You become an expert on up to two products within Bluevine and create added value and memorable experiences for every customer. Leverage Bluevine’s innovative technology solutions and systems to process customer’s requests. Meet or exceed performance expectations based on key performance indicators across customer experience, effectiveness, efficiency and other metrics. Identify, resolve, and/or escalate risks and trends that may impact the customer experience. Represent the voice of the customer by helping to provide product and customer experience feedback along with recommended enhancements. Be adaptable and flexible to support business needs, including short-term scheduling adjustments. Be a part of creating a fun and engaging culture. Core Capabilities or Competencies: You have a passion for helping people and you love making a difference in the lives of others. You thrive in ambiguous and rapidly changing environments. Learning things quickly and making swift decisions is nothing new for you. New Hire Hourly Pay: $23 / hour (non-exempt) Benefits & Perks (US Based ONLY) Excellent health coverage and life insurance benefits 401K with an immediate 3% company match PTO, Company Holidays, and Flexible Holidays Company-sponsored Mental Health Benefits, including 1:1 therapy Over $1,000 each year to spend on your personal wellness Monthly WFH stipends totaling over $1,000 annually Generous, paid parental leave covering up to 20 weeks of leave for birthing parents and up to 12 weeks of leave for all other parents Access to financial coaches and education sessions Weekly catered lunches and fully stocked kitchen pantries Community-based volunteering opportunities #LI-Hybrid

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.