Enterprise CSM - Outcome-Driven Trusted Advisor

dtexsystems; United States; Hybrid; USD 110,000 - 190,000; Full time

Job summary

DTEX is seeking a Customer Success Manager to own a portfolio of enterprise accounts, driving measurable outcomes, renewals, and expansion opportunities. You will lead cross-functional collaboration across Security, IT, Legal, HR, and executive stakeholders to align DTEX capabilities with customer priorities.

You will guide customers through onboarding to renewal, deliver formal QBRs, and ensure health signals and forecast accuracy.

Qualifications

• 4+ years of relevant customer-facing experience in enterprise SaaS, cybersecurity, consulting, implementation, insider risk program management, or Customer Success.
• Ownership of enterprise customer relationships, measurable outcomes, renewals, escalations, and cross-functional delivery.
• Working knowledge of security operations, insider risk, data protection, enterprise deployment concepts, integrations, privacy, or compliance.
• Strong written and verbal communication, program coordination, sound judgment, and the ability to drive accountability through influence.
• Bachelor’s degree in a related field or equivalent enterprise technology, cybersecurity, consulting, military, intelligence, or customer-leadership experience.

Responsibilities

• Own outcomes across a defined portfolio of enterprise customers, with accountability for retention, adoption, customer health, and renewals.
• Lead the customer lifecycle from onboarding through renewal, using established success planning, operating cadence, and health management practices.
• Help customers improve their security posture and reduce insider risk exposure by aligning DTEX capabilities to their priorities, tracking program milestones, and independently delivering formal Quarterly Business Reviews (QBRs).
• Build multithreaded relationships across Security, IT, Legal, HR, Fraud, Procurement, and executive stakeholders, engaging confidently with both executives and operational teams.
• Own customer-side renewal readiness through value evidence, health tracking, stakeholder alignment, forecast accuracy, and recovery planning for at‑risk accounts.
• Lead customer communication during escalations. Keep stakeholders informed and bring in leadership and technical teams at the right time with clear context and a recommended next step.
• Run structured internal account syncs across Sales, Technical Success, Support, Engineering, Product, Services, and Intelligence and Investigations Services. Work as part of the wider account team, share what you learn, and make sure agreed actions have a clear owner and due date.
• Maintain accurate customer scorecards, success plans, stakeholder maps, health signals, renewal forecasts, risks, value evidence, and next steps in customer success and CRM systems.

Skills

Enterprise SaaS

Customer success

Cross-functional delivery

Communication

Education

Bachelor’s degree

Tools

CRM systems

Customer-Success platforms

Job description

DTEX is seeking a Customer Success Manager to own a portfolio of enterprise accounts, driving measurable outcomes, renewals, and expansion opportunities. You will lead cross-functional collaboration across Security, IT, Legal, HR, and executive stakeholders to align DTEX capabilities with customer priorities.

You will guide customers through onboarding to renewal, deliver formal QBRs, and ensure health signals and forecast accuracy.