Enterprise Customer Success Manager

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

Benefits offered by this job

Equity compensation

Job summary

Merge in New York is seeking a senior Customer Success Manager to own a roster of enterprise customers, partner with sales, and drive renewals. You will escalate as needed, advocate for customers, and operate with autonomy in a fast-growing team.

The role requires 6+ years in enterprise SaaS, experience with 800+ employee customers, and a proactive mindset. Compensation includes an OTE of $175,000–$210,000 and equity, with salary plus performance incentives.

Qualifications

• 6+ years of experience in a Customer Success or Account Management function with highly technical software products and technical stakeholders.
• Experience with enterprise SaaS customers (800+ employees) and executive level stakeholders.
• A background and passion for advocating on behalf of customers and acting as an extension of the customer's team.

Responsibilities

• Directly work with technical stakeholders at customers to escalate and resolve issues swiftly.
• Manage customers' post-sales journey from onboarding to renewal and collaborate with sales and technical services to ensure adoption and support for use cases.
• Manage up to 30 enterprise customers and drive customer satisfaction and renewals.

Skills

Enterprise SaaS

Account Management

Customer advocacy

Autonomy

Portfolio ownership

Job description

Merge is the leading provider of agentic tools and customer-facing integrations for frontier LLMs, Fortune 500 organizations, and B2B SaaS companies.

Our platform offers two core products: Merge for Product, and Merge for Workforce. Merge for Product enables teams to ship AI features and integrations at massive scale. Merge for Workforce helps engineering teams govern AI access at the company level. Merge's enterprise-grade platform handles the entire integration lifecycle, from authentication and security to monitoring and maintenance. Thousands of companies trust Merge to accelerate product development, unblock sales, reduce customer churn, and save engineering resources—allowing them to focus on their core product.

What will you be doing?

• In the role, you will work directly with technical stakeholders at our customers to **escalate** and resolve issues and challenges swiftly and effectively

• You will manage our customers' post-sales journey from onboarding to renewal and collaborate with sales and technical services to ensure customers are adopting Merge and that we are properly supporting their use cases

• The expectation will be to manage up to 30 enterprise customers

• Your goal will be to ensure customer satisfaction as a whole, enhance customer experience working with Merge, and play a key part in supporting customer contract renewals

What experience is required?

• A minimum of 6+ years of experience working in a Customer Success or Account Management function with highly technical software products and technical stakeholders.

• Experience working with enterprise SaaS customers (customers with 800+ employees) as well as executive level customer stakeholders.

• A background and passion for advocating on behalf of your customers - this role should act as an extension of our customers' team within Merge.

• The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict and advocating to internal teams including sales, professional services, product, etc.

• An entrepreneurial mindset - this is a new team at Merge where you will be required to both deviate from established procedure and often build entirely new process or practices to ensure we best serve this customer segment

Compensation

• The cash compensation range for this role is $175,000-210,000 OTE, split between salary and variable compensation.

• Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications. In addition to cash compensation, all employees receive an equity compensation package.