Enterprise Customer Success Manager

Paycom; San Diego (CA); Hybrid; USD 90,000 - 100,000; Full time

Benefits offered by this job

Flexible PTO

Medical Coverage

401(k) match

Job summary

Paycom is seeking an experienced Enterprise Customer Success Manager (CSM) to manage and grow relationships with complex enterprise clients using CARET's technology solutions. This role will focus on strategic advisory with executive stakeholders to drive customer retention and expansion.

The ideal candidate will have a strong background in customer success management, with a track record of managing enterprise accounts, exceptional consultative skills, and the ability to navigate complex environments.

Benefits include flexible PTO and comprehensive medical coverage.

Qualifications

• 5+ years of Customer Success or Strategic Account Management experience.
• Proven success with strategic accounts.
• Exceptional communication and negotiation skills.

Responsibilities

• Manage relationships with large enterprise customers.
• Drive customer retention and expansion.
• Conduct executive business reviews.

Skills

Customer Success

Strategic Account Management

Consultative Skills

Salesforce

Stakeholder Management

Tools

Salesforce

Gainsight

Pendo

Job description

Job Details

Job Location: Nationwide Remote - Remote, CA 92121

Salary Range: $90,000.00 - $100,000.00

CARET brings the latest in technology and automation to over 10,000 legal and accounting firms, empowering highly skilled professionals to refocus their expertise on what truly matters. CARET harnesses powerful and secure practice management, document automation, and payment processing to take firms, professionals, and their clients further.

Core Values

• We succeed together.
• We embrace progress.
• We care big.
• We create space.

Position

We are seeking a Enterprise CSM to manage and grow relationships with our largest and most complex customers utilizing CARET's heritage product portfolio. This role serves as a strategic advisor to executive stakeholders, driving customer retention, expansion, product adoption, and long-term value realization. The Enterprise CSM will own a portfolio of enterprise accounts, partnering closely with Sales, Product, Support, and Professional Services to ensure customers achieve their business objectives while maximizing the value of their CARET investment.

Success in this role requires strong executive presence, consultative account management skills, and the ability to navigate complex customer environments with multiple stakeholders and competing priorities.

Responsibilities

• Strategic Customer Relationship Management
• Executive Business Reviews & Value Realization
• Retention & Renewal Management
• Expansion & Growth
• Customer Advocacy
• Cross-Functional Leadership
• Operational Excellence

Qualifications

• 5+ years of Customer Success, Strategic Account Management, Enterprise Account Management, or related SaaS experience.
• Proven success managing enterprise or strategic accounts with executive-level stakeholders.
• Demonstrated track record of driving customer retention, renewals, and expansion revenue.
• Experience leading executive business reviews and presenting to senior leadership teams.
• Strong consultative, relationship-building, and stakeholder management skills.
• Exceptional communication, presentation, and negotiation abilities.
• Experience utilizing Salesforce, Gainsight, Salesloft, Pendo, DOMO, or similar tools.

Preferred Qualifications

• Experience supporting legal technology, practice management, document automation, payments, or professional services software.
• Experience managing customers on legacy or heritage software platforms.
• Familiarity with law firms, accounting firms, or other professional services organizations.
• Experience supporting migrations, digital transformation initiatives, or SaaS adoption programs.

Success Measures

• Gross and Net Revenue Retention
• Renewal Rate Performance
• Expansion Revenue Growth
• Customer Health Scores
• Executive Stakeholder Engagement
• Product Adoption and Utilization
• Customer Advocacy Development
• Customer Satisfaction and Retention Outcomes

Benefits

• Flexible PTO
• Medical, Dental, Paid Sick Days, Vision, and Supplemental Coverage
• Flexible Spending Account
• Health Savings Account
• 401(k) match

Equal Employment Opportunity

CARET is an Equal Opportunity, affirmative action employer.

Compensation

Pay range: $90,000 – $100,000. Actual base pay will depend on varying circumstances, including the position, location, individual qualifications, market finances, and other operational business needs. Compensation may also include commission, bonuses, etc. Potential for bonuses is based on company performance and merit increases are based on performance.