Enterprise Customer Success Manager

Liftify; Indianapolis (IN); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Comprehensive benefits

Flexible PTO

401(k) plan

Job summary

Liftify is seeking an Enterprise Customer Success Manager to own the relationship with a portfolio of multi-entity accounts, including corporate leadership, operating brands, and location teams. You will drive value, renewals, and expansion across the portfolio.

You will engage executives with a focus on business outcomes, coordinate cross‑functional teams, and mentor junior CSMs while shaping strategic playbooks for scalable success.

Qualifications

• 5+ years in customer success or account management, with at least 3 managing complex, multi-stakeholder accounts.
• Proven ability to engage executive stakeholders on business value: revenue, retention, and ROI.
• Strong relationship-building and accountability within and across teams.
• Excellent communication and storytelling to translate data into ROI.
• Highly organized across multiple workstreams with strong project management.
• Experience with SaaS or enterprise software preferred.

Responsibilities

• Own the relationship for enterprise accounts with multi-entity organizations and senior leadership.
• Build and maintain relationships with stakeholders at every level, from marketing managers to executives.
• Lead business reviews and executive briefings translating metrics into actionable decisions.
• Manage customer health proactively across entities, spotting risks before renewal.
• Partner with Sales on expansion: new brands, locations, and products.
• Collaborate with Support, Product, and Implementation to ensure fast answers and voice into product decisions.
• Lead by example with junior CSMs and refine team playbooks.

Skills

Executive stakeholder management

Business value storytelling

Relationship building

Cross-functional collaboration

Project management

SaaS enterprise software

Tools

HubSpot CRM

Job description

Own Liftify’s largest and most complex customer relationships — enterprise platforms, franchise systems, and PE-backed portfolios with dozens of brands, hundreds of locations, and stakeholders from location managers to the C-suite.

Where a CSM runs a book of accounts, an Enterprise CSM runs a book of organizations. You’ll be the trusted advisor to senior customer leadership, the person who maps our results to their business goals, and the face of Liftify for the customers who matter most to where the company is going.

This role rewards strategic planning and responsive execution in equal measure. You’ll build relationships across many stakeholders inside one account, solve complex problems that cross departments, and make sure our largest customers see the strategic outcomes they signed up for.

What you’ll do

• Own the relationship for a small book of enterprise accounts: multi-entity organizations with corporate leadership, operating brands, and location teams that each need something different from you.
• Build and maintain relationships with key stakeholders at every level, from the marketing manager running the day-to-day to the executives and operating partners who approve the renewal.
• Lead business reviews and executive briefings that tell the story of impact, translating the Liftify Index and portfolio reporting into decisions leadership can act on.
• Manage customer health proactively across every entity in the account, spotting risk early and acting on it before it reaches a renewal conversation.
• Partner with Sales on expansion: new brands, new locations, and new products across the portfolio.
• Work cross-functionally with Support, Product, and Implementation so enterprise customers get answers fast, and carry their voice into product decisions.
• Lead by example with junior CSMs and help refine the playbooks the whole team runs.

What we’re looking for

• 5+ years in customer success or account management, with at least 3 managing complex, multi-stakeholder accounts, ideally in SaaS or enterprise software.
• Proven ability to engage executive stakeholders on business value: you’re comfortable talking revenue, retention, and ROI with owners, executives, and operating partners.
• A relationship builder and an accountability driver, internal and external. You advocate hard for your accounts and put pressure where it’s needed inside the company to move things forward for the customer.
• Strong communication and storytelling: you make data meaningful and ROI obvious while making the customer feel supported.
• Highly organized across many workstreams inside each account, with the project management instincts to keep complex rollouts on track.
• A balance-keeper between Liftify goals and customer needs, focused on outcomes that work for both.

Nice to have

• Background in home services, the trades, franchising, or multi-location operations.
• Experience with reputation, marketing, or local search tools.
• Familiarity with CRM tools like HubSpot.

Location

Hybrid in Indianapolis, with scheduled in-office days and flexibility the rest of the week.

Why Liftify

We’re the trust layer for home services — ranked #1 for Results in Multi-Location Marketing Platforms on G2, serving 3,500+ locations across North America. You’ll work with operators who’ve built and scaled real businesses, own outcomes that show up in the numbers, and get comprehensive benefits, flexible PTO, and 401(k).