Remote Enterprise CSM: Growth, Retention & Expansion

Ladders; United States; Remote; USD 200,000 - 300,000; Full time

Benefits offered by this job

Competitive compensation including a-s

Medical, dental & vision insurance

401(k) retirement plan with company-m

Flexible PTO

16-week parental leave

Educational allowance

Office snacks, coffee & lunch

Job summary

Ladders seeks a Strategic Customer Success Manager to lead a portfolio of high-value enterprise accounts in a fully remote role. You will own retention, expansion, and long-term outcomes, partnering with executives and Sales to drive adoption, resolve escalations, and turn insights into growth.

The ideal candidate has 6+ years in customer success or related roles, proven revenue retention, and experience working with C-suite stakeholders and ERP/financial systems.

Qualifications

• 6+ years in customer success, account management, consulting, or a fast-growing services/ops role managing enterprise accounts.
• Proven track record of revenue retention and expansion in an enterprise book of business.
• Experience building relationships with C-suite and senior executives.
• Familiarity with financial products such as payroll, accounting, or ERP systems.
• Strong skills in account planning and project management for multi-month initiatives.
• Proficient with data analysis tools (Excel/Sheets) to assess account health and drive business cases for expansion.
• Ability to understand technical documentation for customer integrations.

Responsibilities

• Own a portfolio of strategic accounts valued at $2-$3M in ARR, ensuring both gross and net revenue retention
• Drive adoption of the company's platform within complex workflows across multiple departments
• Identify and qualify Customer Success Qualified Leads, converting them into expansion opportunities with Sales
• Develop trusted advisor relationships with C-suite executives, presenting business value metrics and outcomes
• Create and execute detailed strategic account plans, including risk management and milestones
• Act as the point of accountability for escalations, coordinating responses and facilitating resolutions with clarity
• Push initiatives to completion proactively, owning customer outcomes and overall satisfaction

Skills

Customer success

Account management

Consulting

Enterprise accounts

C-suite relationships

Data analysis (Excel/Sheets)

Technical documentation

Tools

ERP systems

Job description

Ladders seeks a Strategic Customer Success Manager to lead a portfolio of high-value enterprise accounts in a fully remote role. You will own retention, expansion, and long-term outcomes, partnering with executives and Sales to drive adoption, resolve escalations, and turn insights into growth.

The ideal candidate has 6+ years in customer success or related roles, proven revenue retention, and experience working with C-suite stakeholders and ERP/financial systems.