Remote Senior CSM — Strategic Enterprise Growth

Eleven Software; Northern (KY); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Remote work

Paid holidays

Balanced Time Off program

Job summary

Eleven Software seeks a Senior Customer Success Manager to guide a portfolio of enterprise clients, drive retention and expansion, and align ElevenOS capabilities with top-level business goals.

You will own multi-year success plans, lead executive conversations with Directors, VP and C‑suite, and mentor junior CSMs while partnering with Product, Sales, and Support to deliver measurable ROI in a fast-paced, remote-first environment.

Qualifications

• 5–10+ years in Customer Success, SaaS, Technical Account Management, or similar client-facing roles handling enterprise accounts.
• Proven experience leading QBRs and engaging Director-, VP-, and C-suite stakeholders.
• Strong business and financial acumen with ability to link product usage to ROI.
• Executive-level communication and presence for cross-functional alignment.
• Experience with enterprise accounts in hospitality/MDU space is a plus.
• Familiarity with renewal/forecast processes and churn mitigation.
• Proficient with CRM platforms (HubSpot, Zendesk) and AI tooling for sentiment tracking.

Responsibilities

• Own strategic account planning for a portfolio of enterprise customers and develop multi-year success plans tied to ROI.
• Build trusted-advisor relationships with senior stakeholders to align ElevenOS with business objectives.
• Own the renewal lifecycle end-to-end including health scoring and usage trends to prevent churn.
• Analyze customer satisfaction data and KPIs to drive improvements.
• Identify expansion opportunities and collaborate with Sales on upsell/cross-sell.
• Serve as primary escalation point for at-risk accounts and coordinate cross-functional recovery.
• Lead Quarterly Business Reviews to showcase value and align with evolving needs.
• Improve core CS processes to increase efficiency and scale.
• Collaborate across Product, Support, Engineering, Sales, and Implementation to resolve issues.
• Champion customer feedback to inform product enhancements and roadmaps.
• Mentor other CSMs and raise the bar for executive engagement and escalation management.

Skills

Strategic account management

Executive communication

Analytical thinking

Cross-functional collaboration

Customer retention & growth

AI tooling for sentiment analysis

Education

BS/BA degree or equivalent

Tools

HubSpot

Zendesk

CRM software

AI tooling

Job description

Eleven Software seeks a Senior Customer Success Manager to guide a portfolio of enterprise clients, drive retention and expansion, and align ElevenOS capabilities with top-level business goals.

You will own multi-year success plans, lead executive conversations with Directors, VP and C‑suite, and mentor junior CSMs while partnering with Product, Sales, and Support to deliver measurable ROI in a fast-paced, remote-first environment.