Enterprise CSM: Adoption & Expansion Leader (Equity)

Rox Data Corp; San Francisco (CA); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Equity upside

Health Insurance

Job summary

Rox Data Corp in San Francisco seeks a Customer Success Manager to own the post-go-live lifecycle from SMB to Enterprise accounts. You will drive adoption, health, risk recovery, and expansion readiness.

This hands-on, customer-facing role requires collaborating with AEs and Product/Engineering, ensuring measurable value and proactive engagement. Relocation to San Francisco is supported for the right candidate.

Qualifications

• 5+ years in customer success or post-sales with ownership of retention, utilization, or expansion outcomes.
• Track record managing relationships with VP-level stakeholders or above.
• Strong balance of strategic thinking and operational execution; comfortable moving from an exec QBR to a deployment debug in the same day.
• Demonstrated ability to drive measurable time-to-value and turn healthy usage into expansion pipeline.
• Deep empathy for enterprise customers and a passion for helping them succeed.
• Strong analytical mindset; fluent working with metrics, success criteria, and customer data.
• Experience with technical or AI-native products; able to speak credibly to current trends and tools.
• STEM degree or quantitative background preferred.
• Be located in or willing to relocate to San Francisco

Responsibilities

• Own a book of post-go-live accounts through Momentum, Growing, At-Risk, and Active Expansion stages with clear success criteria per account.
• Drive adoption and proof of value in the first period after go-live: consumption ramping, value evidence captured, and adjacent-team introductions while goodwill is highest.
• Run the steady-state rhythm for healthy accounts: QBRs with exec sponsors, live org maps, and a committed rate of qualified expansion opportunities passed to AEs.
• Diagnose At-Risk accounts early, own a dated recovery plan, and pause expansion plays until the health bar is met.
• Partner with Growth Strategists and FDEs on handoffs so customers always know who owns them and what "good" looks like next.
• Establish a reliable internal and customer operating cadence: standups, office hours, metrics reviews, and crisp written updates.
• Turn post-sales signal into roadmap and docs input with Product and Engineering.
• Build the playbooks and reporting that make time-to-value and health management repeatable as the book scales.

Skills

Customer success

Stakeholder management

Exec QBRs

Retention focus

Expansion driving

Empathy

Analytical mindset

AI/native products

Education

STEM degree

Tools

CRM tools

BI tools

Job description

Rox Data Corp in San Francisco seeks a Customer Success Manager to own the post-go-live lifecycle from SMB to Enterprise accounts. You will drive adoption, health, risk recovery, and expansion readiness.

This hands-on, customer-facing role requires collaborating with AEs and Product/Engineering, ensuring measurable value and proactive engagement. Relocation to San Francisco is supported for the right candidate.