Enterprise CS Manager — AI SaaS, Renewals & Escalations

Merge Labs; New York (NY); On-site; USD 175,000 - 210,000; Full time

Job summary

Merge Labs is seeking a seasoned Customer Success professional to lead post-sales journeys and advocate for enterprise customers in a highly technical SaaS environment. You will collaborate with sales and professional services to ensure adoption and renewals across a portfolio of strategic accounts.

The role requires 6+ years in customer success or account management, with experience handling 800+ employee enterprise customers, and the ability to own outcomes with autonomy.

Qualifications

• 6+ years of experience in Customer Success or Account Management with highly technical software products.
• Experience with enterprise SaaS customers (800+ employees) and executive stakeholders.
• Strong advocate for customers and acts as an extension of the customer's team within Merge.
• Ability to work autonomously, own portfolios, and drive outcomes including executive escalations and cross-team collaboration.

Responsibilities

• Escalate and resolve issues swiftly with technical stakeholders at customers.
• Manage customers' post-sales journey from onboarding to renewal and collaborate with Sales and Tech Services.
• Manage up to 30 enterprise customers and ensure adoption and satisfaction.
• Support contract renewals by ensuring positive customer outcomes and advocacy.

Skills

Enterprise SaaS experience

Executive stakeholder management

Autonomy

Customer advocacy

Portfolio ownership

Job description

Merge Labs is seeking a seasoned Customer Success professional to lead post-sales journeys and advocate for enterprise customers in a highly technical SaaS environment. You will collaborate with sales and professional services to ensure adoption and renewals across a portfolio of strategic accounts.

The role requires 6+ years in customer success or account management, with experience handling 800+ employee enterprise customers, and the ability to own outcomes with autonomy.