Remote Senior Enterprise CSM – ROI & Growth

Ladders; United States; Remote; USD 115,000 - 135,000; Full time

Benefits offered by this job

Engaging work environment

Strong team culture

Inclusive environment

Job summary

Ladders seeks a Sr. Customer Success Manager to own a portfolio of enterprise accounts, driving retention, expansion and long-term value across a complex customer base.

You will develop multi-year success plans, partner with executive stakeholders, and collaborate cross-functionally to align outcomes with growth. A key focus is identifying risk early, demonstrating ROI, and leading business reviews that reinforce value and support digital transformation goals.

Qualifications

• 8-12 years of experience in Customer Success, Account Management, or Enterprise SaaS sales.
• Bachelor's degree preferred; certifications in Customer Success or negotiation are a plus.
• Proven track record in achieving commercial targets, including NRR and renewals.
• Experience managing complex enterprise accounts post-implementation.
• Strong commercial acumen with skills in negotiations and forecasting.
• Exceptional communication skills to influence C-level stakeholders.
• Fluency with AI tools and technologies for portfolio management.

Responsibilities

• Own account strategies for a $5M+ ARR portfolio of 20-25 enterprise accounts.
• Develop multi-year success plans aligned with customers' digital transformation goals.
• Build trusted relationships with executive stakeholders across various departments.
• Identify and address risks related to churn and executive disengagement.
• Lead executive business reviews to demonstrate ROI and connect to business outcomes.
• Own an expansion quota, identifying and closing upsell opportunities.
• Collaborate cross-functionally to drive customer outcomes and commercial growth.

Skills

Customer Success

Negotiation

Forecasting

Communication

AI tools

Education

Bachelor's degree

Job description

Ladders seeks a Sr. Customer Success Manager to own a portfolio of enterprise accounts, driving retention, expansion and long-term value across a complex customer base.

You will develop multi-year success plans, partner with executive stakeholders, and collaborate cross-functionally to align outcomes with growth. A key focus is identifying risk early, demonstrating ROI, and leading business reviews that reinforce value and support digital transformation goals.