Enterprise Customer Success Manager

Ladders; United States; A distancia; USD 130.000 - 150.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fully remote

Travel 10-15%

AI tools access

Collaborative culture

Startup environment

Descripción de la vacante

Ladders is seeking an Enterprise Customer Success Manager to own strategic enterprise relationships and drive retention, expansion, and long-term account health across a complex customer base. You will partner with senior stakeholders, cross-functional teams, and executive sponsors to guide renewal strategy and identify growth opportunities.

This remote role requires executive presence, disciplined account planning, startup agility, and fluency with AI tools to improve decision‑making and

Formación

• 6+ years in Customer Success or strategic customer-facing roles for enterprise accounts.
• Startup experience required; ability to navigate non-standard processes.
• Fluency with AI tools, leveraging them in professional settings for enhanced judgment.

Responsabilidades

• Set strategic direction for assigned accounts and advocate for it with stakeholders.
• Lead and define cross-functional initiatives as if owning the business.
• Manage the entire renewal process, including negotiations with senior leaders.
• Develop internal champions to promote the company within client organizations.
• Identify underperforming accounts and create tailored growth plans.
• Utilize AI in daily management from account planning to renewal preparation.

Conocimientos

Executive presence

Strategic account planning

Cross-functional leadership

Renewal negotiations

AI fluency

Startup experience

Herramientas

Health-scoring platforms

Customer success platforms

AI tools

Descripción del empleo

For our client, we are seeking a Enterprise Customer Success Manager to join the team of a leader in the Telecommunications & Hardware space.

This role will own strategic enterprise relationships and help drive retention, expansion, and long-term account health across a complex customer base. You will partner closely with senior stakeholders, internal cross-functional teams, and executive sponsors to guide renewal strategy and identify growth opportunities. The position calls for strong executive presence, disciplined account planning, and the ability to navigate fast-moving startup environments while leveraging AI tools to improve decision-making and execution.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $130,000 – $150,000 annually

Responsibilities

• Set strategic direction for assigned accounts and advocate for it with stakeholders
• Lead and define cross-functional initiatives as if owning the business
• Manage the entire renewal process, including negotiations with senior leaders
• Develop internal champions to promote the company within client organizations
• Identify underperforming accounts and create tailored growth plans
• Utilize AI in daily management from account planning to renewal preparation

Qualifications

• 6+ years in Customer Success or strategic customer-facing roles for enterprise accounts
• Proven strategist with experience in directing cross-functional teams
• Strong executive presence to engage with senior leadership
• Startup experience required; ability to navigate non-standard processes
• Fluency with AI tools, leveraging them in professional settings for enhanced judgment
• History of managing renewal and expansion discussions, including with finance teams
• Experience with health-scoring or customer success platforms is a plus

Benefits

• Fully remote position with flexibility to work anywhere in the US or Canada
• Opportunity for travel (10-15%) for key meetings and industry events
• Access to advanced AI tools and support for professional development
• Collaborative culture with shared learning opportunities
• Engagement in a dynamic startup environment with room for innovation

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.