PD - USA - Enterprise CSM

Enterprise Customer Success Manager

Location: Hybrid – San Francisco, California, or Atlanta, Georgia

Seniority: Senior / Principal (5–8 years)

We’re looking for an experienced Enterprise Customer Success Manager to own and drive success across a strategic portfolio of enterprise customers. This is a senior, consultative role for someone who thrives in complex, data-driven environments and enjoys partnering with executive-level stakeholders.

You’ll act as a trusted advisor, ensuring customers realize measurable value, adopt solutions effectively, and achieve their business goals throughout the full customer lifecycle.

What you’ll do

• Own a book of enterprise customers, driving value, adoption, retention, and expansion


• Build and execute customer success strategies aligned to business goals, KPIs, and outcomes


• Use data to identify trends, forecast account health, and tell compelling value stories


• Proactively identify and mitigate churn risks, leading cross-functional action plans


• Partner closely with Sales, Solutions Consultants, and internal teams on account planning


• Engage senior stakeholders (Director level and above) as a trusted advisor


• Manage complex customer situations and escalations with confidence and empathy

What we’re looking for

• 5–8 years of experience in Customer Success, Account Management, or a consultative client-facing role


• Proven experience managing enterprise accounts in a B2B SaaS or technology environment


• Strong data analysis and storytelling skills


• Experience building success plans, value frameworks, and adoption strategies


• Comfortable working cross-functionally and influencing without authority

Nice to have

• Experience with Digital Operations / IT Operations environments


• Familiarity with maturity models and value realization frameworks


• Background in fast-growing, data-driven SaaS companies