Enterprise, Customer Success Manager

United States Digital Space LLC

United States

Hybrid

USD 90,000 - 130,000

Full time

4 days ago

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Benefits offered by this job

Work From Home Stipend

401k retirement plan

Paid Parental Leave

Job summary

The United States Digital Space LLC seeks an Enterprise Customer Success Manager to own the post‑sale experience for a strategic enterprise portfolio, focused on protecting highly sensitive personal data and reducing risk.

You will lead onboarding, adoption, renewals, and expansions, build multi‑threaded relationships with senior sponsors (CISO, GC, CHRO), and partner with Product, Sales, and Legal to align onboarding, success plans, and retention.

Qualifications

Experience owning renewals and net retention targets in a fast-paced SaaS environment.
Ability to communicate risk and value to security-minded stakeholders.
Strong executive presence with multi-threaded account management skills.
Proven track record in enterprise portfolio management and cross-functional collaboration.
Familiarity with security/privacy concepts and vendor risk considerations.

Responsibilities

Own renewals and retention for your book of business, including on-time renewal execution and renewal forecasting.
Lead onboarding, implementation, adoption, and time-to-value for enterprise accounts.
Build strategic account plans with stakeholder maps and multi-year engagement roadmaps.
Develop executive business reviews and quantify delivered value against objectives.
Collaborate with Product, Support, Marketing, and Sales to ensure a cohesive customer experience.

Skills

Customer Success

Renewals management

Account management

Cross-functional collaboration

Executive stakeholder management

Strategic account planning

Risk management

Communication

Project management

Privacy/security knowledge

Tools

Gainsight

CRM tools

ChurnZero

Job description

About the company

the company is the leader in proactive privacy protection. We help security teams reduce their human attack surface by continuously monitoring and removing exposed personal data (PII) from the open web — the very data threat actors use to launch social engineering, phishing, Gen-AI deepfake, doxxing campaigns, physical threats, and identity fraud.

Operating as a fast-growing, global SaaS company, the company serves both consumers and enterprises. the company has completed over 100 million opt-out removals, helping customers reduce risks associated with identity theft, spam, doxxing, and other cybersecurity threats. We deliver detailed privacy reports, continuous monitoring, and expert support to ensure ongoing protection.

the company acts as a scalable, managed defense layer for your most vulnerable attack vector: your people. That’s why 30% of the Fortune 100, top tech firms, major banks, federal agencies, and U.S. states rely on the company to protect their workforce.

the company is led by a passionate and experienced team and driven by a powerful mission to empower consumers with privacy.

Job Summary

As an Enterprise Customer Success Manager, you will own and shape the post-sale experience for enterprise customers who rely on the company to protect the highly sensitive personal data of their executives and employees. This role goes beyond traditional customer success: you will serve as a trusted privacy advisor to enterprise stakeholders, helping them operationalize privacy protection, drive adoption across complex organizations, and measurably reduce risk exposure for the people and organizations they serve. You will partner closely with customers navigating security concerns, internal change management, and reputational risk, while working cross-functionally within the company to inform product direction, onboarding strategy, and long-term retention. Your book of business will be focused on strategic, high-value accounts with clear retention and growth targets, prioritizing depth of relationship and account planning over transactional volume. As this territory grows, you will help establish the best practices that define what excellent enterprise customer success looks like at the company.

Responsibilities

Customer Journey Management

Own the end-to-end customer lifecycle for enterprise sector accounts, including onboarding, implementation, adoption, renewal, and long-term retention.
Lead structured onboarding and implementation, owning enrollment completion rates and time-to-first-value for each account.
Manage a clean inbound handoff from Sales and a documented account transition, including a mutual success plan with agreed objectives, milestones, and success metrics established within the first 30 days.
Maintain account health scores using leading indicators (enrollment rate, engagement, sponsor changes, support trends) and run proactive risk‑mitigation plays for at‑risk accounts.
Build and maintain a strategic account plan for each enterprise customer, including stakeholder and organizational mapping, whitespace analysis, and a multi‑year engagement roadmap aligned to the customer's priorities.

Value Alignment & Delivery

Translate the company's work into risk-reduction outcomes: deliver exposure-reduction reporting and executive-ready metrics that map removals, coverage, and monitoring to each customer's security and risk framework.
Provide Executive Business Reviews to high-value customers on a defined cadence, revisiting the success plan and quantifying delivered value against the customer's objectives.
Develop and follow best practices for client engagements, delivering value‑adding touchpoints on an ongoing basis.
Build and maintain trusted, multi-threaded relationships with senior executive sponsors (for example, CISO, General Counsel, or Chief People Officer) and day‑to‑day champions, ensuring account continuity through sponsor or champion turnover.

Product Adoption

Drive adoption across complex, multi‑stakeholder organizations, including enrollment campaigns, champion enablement, and internal communication strategies for the customer's protected population.
Act as a product expert for customers, guiding them on new features, coverage expansions, and privacy best practices relevant to their use case.

Renewals & Revenue Retention

Own renewals and retention for your book of business, including on‑time renewal execution, accurate renewal forecasting, and logo‑churn mitigation.
Navigate enterprise renewal mechanics: budget cycles, procurement processes, and multi‑approver sign‑off, initiating renewal motions early enough to accommodate them.
Structure and negotiate multi‑year renewal agreements, partnering with Legal, Finance, and Account Executives on complex contract terms, pricing structures, and procurement requirements specific to enterprise buyers.

Expansion & Referrals

Identify and execute expansion opportunities at renewal (seat growth, coverage tiers, additional departments or populations) in partnership with Account Executives.
Surface mid‑year expansion signals and manage a documented handover to Sales, remaining engaged through close.
Identify referral and advocacy opportunities, contributing to a reference‑able pipeline of customers, case studies, and testimonials that elevate the the company brand across the privacy industry.

Privacy & Security Advisory

Serve as a subject‑matter resource on personal data exposure threats, including doxxing, data broker practices, and the targeting of executives and other high‑profile employees, and advise customers on reducing organizational and individual risk.
Support customer security and compliance workflows, including security questionnaires, data processing agreements, and conversations about the company's security posture, in partnership with internal Security and Legal teams.

Escalation & Incident Support

Coordinate urgent exposure escalations (for example, a protected individual who is actively being targeted), partnering with internal operations and analyst teams and managing customer communication with urgency, discretion, and composure.

Cross-Functional Collaboration & Voice of Customer

Collaborate cross‑functionally with Account Executives, Product, Support, Marketing, and leadership to deliver a cohesive customer experience.
Act as the customer's advocate with internal the company stakeholders, channeling structured feedback into product direction, onboarding strategy, and service improvements.
Maintain rigorous CRM and Customer Success platform hygiene, including account records, health scores, success plans, and renewal forecasts.

Data Handling & Confidentiality

Handle rosters and records of protected individuals with strict confidentiality, adhering to the company's data handling, least‑privilege access, and information security policies at all times.

Success Metrics

Performance in this role is measured by:

Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) for the assigned book of business.
On‑time renewal rate and renewal forecast accuracy.
Enrollment/adoption rate and time‑to‑first‑value for onboarded accounts.
Expansion pipeline sourced and expansion revenue closed at renewal.
Customer satisfaction and advocacy (NPS/CSAT, references, and case studies generated).
Depth and resilience of executive sponsor relationships, including multi‑threading across the account and time‑to‑reengagement following sponsor or champion turnover.

Experience

A minimum of 5+ years of experience as a Customer Success Manager, Account Manager, or commensurate experience.
Experience owning renewals, churn mitigation, and net retention targets in a fast‑paced SaaS environment.
Experience managing a focused portfolio of high‑value, strategic enterprise accounts, prioritizing relationship depth and account planning over a high‑volume, pooled coverage model, including negotiating multi‑year, complex contract renewals.
Experience working with large enterprise organizations, including familiarity with enterprise procurement processes, budget cycles, and multi‑stakeholder buying committees.
Experience driving product adoption across large, complex organizations and managing sponsor or champion turnover.
Experience developing deep client relationships to understand client needs and optimize the customer experience.
Experience working cross‑functionally with Sales, Marketing, Product, and Support to drive positive customer outcomes.
Experience with project management principles and effectively managing stakeholder expectations.
Experience within the Privacy, Security, or Threat Intelligence industry is a strong plus; familiarity with security review processes (security questionnaires, SOC 2, DPAs) is a plus.
Experience with Customer Success platforms (e.g., Gainsight, ChurnZero, etc) and CRM tools is a plus.

Skills & Qualifications

Ability to communicate risk and value to security-minded stakeholders, from practitioners to executives, in clear, credible terms.
Strong executive presence, with the ability to build trust quickly with senior sponsors and navigate multi‑threaded, multi‑stakeholder enterprise organizations.
High degree of discretion and sound judgment when handling sensitive personal information.
Calm, structured approach to urgent escalations and high‑sensitivity situations.
Excellent critical thinking, problem solving, and written and verbal communication abilities.
Ability to effectively lead projects and manage stakeholder relationships.
Positive and collaborative approach to problem solving.
Preferred candidates are located within the Eastern Time Zone (ET) of the United States.
Ability to travel up to 20% to support onboarding, implementations, executive meetings, and key enterprise sector engagements.

What We Offer

Benefits and eligibility may vary based on role, location, employment status, and other factors.