- Company Name
- Artisan
- Job Title
- Enterprise CSM
- Job Description
-
Job title: Enterprise Customer Success Manager
Role Summary: Senior Customer Success Manager responsible for the entire lifecycle of enterprise accounts ($100K+ ARR), ensuring successful onboarding, adoption, retention, renewal, and expansion while serving as the primary strategic advisor to C‑suite executives.
Expectations: • Own full implementation and go‑live process for enterprise clients. • Lead regular strategic business reviews, ROI discussions, and executive check‑ins. • Monitor adoption, health, and key success metrics. • Identify and drive upsell, cross‑sell, and expansion opportunities. • Manage complex escalations with internal teams. • Advocate customer needs in product and roadmap planning. • Build scalable processes and playbooks for the Enterprise CSM function.
Key Responsibilities
- Coordinate onboarding, implementation, and go‑live activities with professional services, product, and engineering.
- Conduct strategic business reviews, executive‑level presentations, and ROI analyses.
- Track and analyze adoption, usage, health, and success metrics (value delivered, ROI, retention, NPS).
- Proactively uncover growth opportunities and present expansion proposals to account leadership.
- Serve as the primary escalation point, working with support, product, and engineering to resolve complex issues.
- Collect and convey customer feedback to product and roadmap teams.
- Cultivate long‑term relationships, positioning the company as a strategic partner.
- Design and refine enterprise playbooks, processes, and best practices.
Required Skills
- 5+ years of Customer Success, Account Management, or Client Services experience in a B2B SaaS environment.
- Proven track record managing enterprise accounts and driving retention, upsell, expansion, and renewal.
- Comfortable presenting to C‑level executives and leading strategic discussions.
- Excellent written and verbal communication, influencing, and negotiation skills.
- Strong analytical mindset; ability to interpret data and deliver actionable insights.
- Collaborative cross‑functional style; partnership with product, engineering, sales, marketing, and support.
- High autonomy, proactivity, organizational skill, and ability to manage multiple complex accounts simultaneously.
Required Education & Certifications
- Bachelor's degree in Business, Marketing, or related field (preferred).
- Relevant customer success or account management certifications (e.g., Certified Customer Success Manager, CCSM) are desirable.