Customer Resilience Manager - Customer Success (Remote)

Ladders; United States; Remote; USD 165,000 - 247,000; Full time

Benefits offered by this job

Bonus potential

Equity

Professional development

Flexible work hours

Job summary

Ladders is seeking a Customer Resilience Manager - Customer Success for a remote role in the United States. You will own the customer success experience for a portfolio of global enterprise accounts, focusing on proactive issue prevention, escalation management, and long-term outcomes. Location: Remote - US based candidates only, no visa sponsorship available.

Compensation: $164,600 – $246,800 annually. You’ll partner with account stakeholders and internal teams to maintain visibility and trust

Qualifications

• Bachelor's degree in a computer-related discipline preferred.
• 8+ years of experience in customer success or technical account management in a technology company.
• Proven experience with escalation management at the global enterprise level.
• Strong customer orientation and proactive mindset.
• Excellent presentation and communication skills, tailored for various audiences.

Responsibilities

• Familiarize with account background and key stakeholders.
• Ensure timely responses to enhance customer satisfaction.
• Develop and drive success plans with customers.
• Monitor customer environments to prevent issues.
• Own the entire customer journey and touchpoints with the company.

Skills

Customer success

Escalation management

Enterprise communication

Stakeholder management

Education

Bachelor's degree in a computer-related discipline

Job description

For our client, we are seeking a Customer Resilience Manager - Customer Success (Remote) to join the team of a leader in the Enterprise Technology space. This role will own the customer success experience for a portfolio of global enterprise accounts, with a strong focus on proactive issue prevention, escalation management, and long-term customer outcomes. You will partner closely with account stakeholders and internal teams to maintain visibility into customer environments, respond quickly when issues arise, and strengthen trust across the full customer journey. The position is well suited for someone who brings a customer-first mindset, strong communication skills, and the ability to guide complex technical conversations in an enterprise technology environment.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $164,600 – $246,800 annually

Responsibilities

• Become familiar with account background and key stakeholders.
• Ensure timely responses to enhance customer satisfaction.
• Develop and drive success plans with customers.
• Monitor customer environments to prevent issues.
• Own the entire customer journey and touchpoints with the company.

Qualifications

• Bachelor's degree in a computer-related discipline preferred.
• 8+ years of experience in customer success or technical account management in a technology company.
• Proven experience with escalation management at the global enterprise level.
• Strong customer orientation and proactive mindset.
• Excellent presentation and communication skills, tailored for various audiences.

Benefits

• Eligible for bonus potential and equity.
• Comprehensive benefits package.
• Opportunities for professional development and growth.
• Flexible work hours to accommodate customer needs.

Our client is an equal opportunity employer.