Enterprise Customer Success Manager

Swooped; United States; Remote; USD 103,000 - 160,000; Full time

Job summary

A leading customer-centered AI support platform is seeking an Enterprise Customer Success Manager to enhance relationships with their largest customers. This position focuses on ensuring seamless renewals, driving product adoption, and aligning customer feedback with product capabilities. Join a fully remote and inclusive team dedicated to innovative customer service.

Benefits

Competitive salaries

Stock options

Comprehensive benefits

Generous paid time off

Parental leave

Home office stipends

Remote work opportunities

Commitment to professional growth

Qualifications

• Experience in B2B client-facing roles such as CSM or account management.
• Experience implementing SaaS applications and providing strategic advisory services.
• Highly ethical, hands-on, and a strong communicator with excellent organizational skills.

Responsibilities

• Build long-term strategic relationships and ensure product adoption.
• Act as a liaison between customers and internal teams.
• Own retention and renewal numbers while looking for expansion opportunities.

Skills

Communication

Project Management

Customer Advocacy

Relationship Building

Organization

Problem Solving

Job description

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Our client is a customer-centered AI customer support platform built around people, not tickets. Unlike traditional ticket-based customer support solutions, their software helps brands deliver radically personal service at scale by integrating every channel—voice, email, SMS, chat, social messaging, and self-service—into a single, lifelong conversation stream. Companies like Allbirds, Bombas, Crate & Barrel, and Warby Parker use their solution to create exceptional customer experiences, transforming everyday customer interactions into lasting connections.

The company is a fully distributed company that embraces remote work and believes in flexibility, innovation, and inclusivity. They foster a collaborative, inclusive culture that prioritizes growth, DEIB, and meaningful connections. At the company, people are at the heart of everything they do.

About The Role

As an Enterprise Customer Success Manager on the Customer Success team, you are responsible for building long-term strategic relationships, increasing product adoption and ensuring seamless renewals. You will be responsible for the largest customers. You'll work closely with key stakeholders to understand their business objectives and translate that into how best to use the platform to help them achieve their intended outcomes.

As a customer advocate, you'll liaison between customers and the internal organization, ensuring that their needs and/or requirements are communicated and managed, while balancing these asks with the business needs. You’ll gather customer feedback and product requests while focusing on aligning customer adoption with current product capabilities. You will own a retention and renewal number on a quarterly and annual basis, as well as help to expand and/or up-sell, as appropriate. In addition to traditional CSM responsibilities, you will help to define and iterate how they approach various programs, customer communications, customer engagement, and strategic planning initiatives.

What you’ll do:

• Own the success of customers in achieving the value of relationship-based customer service using the platform.
• Build lasting relationships through consistent engagement with customer executives and managers to instill understanding of product vision, value proposition and features. Proactively engage clients to drive product adoption and optimal product experiences.
• Partner with Sales Account Executive to develop and execute on account plans, ensure alignment within teams on account strategy. Develop & maintain relationships with other key internal customer champions, including engineering, product and marketing leadership to help strategically guide the direction of the product based on voice of the customer feedback.
• Serve as a product expert for customers, including deployment best practices as well as configuration of product settings/rules to address customer business and technical needs.
• Act as a strategic advisor with the ability to make recommendations on how to best leverage the platform as well as improve processes that may fall outside of the contact center.
• Resolve account issues quickly, leveraging resources from across the company as needed.
• Contribute to the Customer Success program development, strategic planning, and customer engagement approach to drive consistency and scale as the company grows.
• Participate in pre-sales activities with prospective customers such as meetings, workshops, and webinars.

Required Skills/Experience

• Previous experience in a B2B client facing role (sales engineering, consulting, professional services, CSM, or technical account management).
• Previous experience implementing SaaS software applications and/or providing technical and strategic advisory services.
• Genuine passion for building and maintaining strong relationships with a diverse set of internal and external stakeholders, from engineering, product, marketing, etc.
• Entrepreneurial. Highly Ethical. Hands on. Passionate. Curious. Persistent. Creative. High standards for personal productivity. Enthusiastic about building Customer Success in a start-up environment.
• Great communication skills - able to provide clear & concise guidance through emails, over the phone, or in person, with a casual and confident tone.
• Excellent organization, project management, time management skills is a must.
• Able to gain consensus and get business and technical teams to work together toward timely issue resolution.
• Able to build and support a business case to customer teams.
• A strong awareness of business processes and ability to translate business processes into enterprise application implementations.
• Effective team player dedicated to continuously improve upon the process of advocating for the customer.
• Innately understand how to balance advocacy and the customer by looking for win:win outcomes.
• Comfortable and willing to engage on-site with customers where needed.

Nice to have:

• Previous experience with a major systems integrator and/or cloud-based/SaaS solution offerings company.
• Expertise of customer support software and/or telephony processes.

Compensation

$103,000 to $160,000 per annum OTE (base + variable); equity, and benefits

For cash compensation, the hiring company sets standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, they share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.

Why Join the Company?

At the company, they’re not just building software—they’re transforming an industry. They take a people-first approach, both in their product and their culture. When you join the company, you’ll enjoy:

• Competitive salaries, stock options, and comprehensive benefits
• Generous paid time off, parental leave, and home office stipends
• A fully remote work environment with opportunities for in-person team gatherings
• A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Management, and General Business

• Industries

  Computer and Network Security and Technology, Information and Media

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