Enterprise CSM: Drive ROI & Growth in US

Plotline; San Francisco (CA); On-site; USD 140,000 - 180,000; Full time

Job summary

Plotline is seeking an Enterprise Customer Success Manager to own the strategic relationship with our US customers, driving adoption, value realization, and advocacy. You will manage $1.5M+ ARR, aim for 95%+ gross retention and 120%+ net retention, and lead quarterly business reviews to uncover expansion opportunities.

This role partners with product, sales, and support to translate AI-powered capabilities into measurable business outcomes and lasting customer success across a fast-growing

Qualifications

• Must-Have: 2–5 years in CS, AM, or Strategic Consulting at a B2B SaaS company, ideally in martech, engagement platforms, or mobile-first products.
• Enterprise CX: proven track record managing $800K+ ARR portfolios with strong retention and expansion metrics.
• Commercial acumen: comfortable owning renewal conversations, ROI narratives, and pricing discussions.
• Strategic thinking: connect customer goals to product capabilities and build roadmaps.
• Use case creativity: bring ideas to customers, not just react to requests.
• Stakeholder management: build relationships across product, marketing, growth, C-suite, and multi-stakeholder orgs.
• Communication: exceptional across QBRs, Slack, emails with global teams.
• Ownership: manage 30+ accounts end-to-end with full retention accountability.

Responsibilities

• Own product adoption and value realization journeys to maximize Plotline usage.
• Proactively bring use-case ideas based on verticals, user base, and engagement goals.
• Conduct regular use-case workshops and strategy sessions mapping Plotline to KPIs (DAU, retention, ARPU).
• Monitor usage patterns and flag underutilization; share best practices and success stories.
• Ensure measurable business impact within the first 90 days.
• Own renewal conversations end-to-end, manage renewal timelines and risk indicators.
• Coordinate with Finance and Sales on renewal pricing and terms.
• Run regular business reviews with stakeholders and present ROI analyses.
• Identify upsell/cross-sell opportunities and hand off expansion opportunities to AMs.
• Oversee escalations and ensure customer feedback informs roadmap.

Skills

Customer Success

Account Management

Strategic Consulting

B2B SaaS

Martech

Job description

Plotline is seeking an Enterprise Customer Success Manager to own the strategic relationship with our US customers, driving adoption, value realization, and advocacy. You will manage $1.5M+ ARR, aim for 95%+ gross retention and 120%+ net retention, and lead quarterly business reviews to uncover expansion opportunities.

This role partners with product, sales, and support to translate AI-powered capabilities into measurable business outcomes and lasting customer success across a fast-growing