Senior Customer Success Manager

11x; San Francisco (CA); On-site; USD 150,000 - 190,000; Full time

Job summary

11x seeks a Senior Customer Success Manager to own the entire customer journey for a portfolio of enterprise clients. You will onboard, consult on use cases, drive adoption, and lead commercial conversations with executives.

This Full Stack CSM role is based in San Francisco or remote in the US, with a 5-day in-office policy for SF. You will collaborate cross-functionally to maximize retention and expansion.

Qualifications

• 8+ years in a customer-facing role in SaaS/AI or GTM tech.
• 3+ years working with enterprise logos (5,000+ employees).
• Onsite in San Francisco full-time; strong GTM and executive-facing skills.

Responsibilities

• Advise C-level and VP stakeholders and align digital workers with strategic goals.
• Drive adoption, onboarding, and expansion across teams by surfacing use cases.
• Own and grow book of business focusing on renewals, upsell, and product stickiness.
• Partner with product, engineering, and GTM to shape roadmap and resolve friction.
• Develop playbooks and lead community events to share insights.

Skills

Customer Success

Account Management

Executive Communication

GTM Experience

Relationship Building

Tools

Salesforce

Job description

About The Role

We’re looking for a Senior Customer Success Manager who is energized by the challenge of scaling new go-to-market motions and driving up-market business impact across a portfolio of high-value enterprise customers. At 11x, we call this a Full Stack CSM—you’ll own the entire customer journey: from onboarding and consulting on use cases, to managing ongoing success and even leading commercial conversations. You won’t just manage accounts—you’ll serve as a strategic advisor to executive stakeholders, deeply embed yourself in customer workflows, and proactively identify opportunities to expand adoption and value. Ideal candidates have hands‑on GTM experience—whether through sales, partnerships, business development, or supporting go-to-market tools—and are passionate about building long-term relationships that lead to outsized outcomes.

While we are headquartered in San Francisco, this role can be based in SF (5 days in office policy) or fully remote in the US.

What You’ll Do

• Act as a trusted advisor to C-level and VP stakeholders, aligning our digital workers to their strategic goals and success metrics
• Drive adoption, onboarding, and expansion across teams by surfacing new use cases, leading training sessions, and articulating impact
• Own and grow your book of business, with a strong focus on renewals, upsell, and product stickiness
• Partner cross‑functionally with product, engineering, and GTM teams to shape roadmap, resolve friction, and co‑create scalable success
• Contribute to the broader customer ecosystem—developing playbooks, leading community events, and sharing insights

Requirements

• 8+ years in a customer-facing role (Customer Success, Account Management, Business Development, etc.)—preferably in SaaS, AI, or GTM tech
• 3+ years working with enterprise logos (5,000+ employees)
• A strong understanding of the go-to-market landscape—you’ve either carried a quota, supported sales teams, or helped deploy tools used by GTM orgs
• A builder’s mindset: proactive, resourceful, and unafraid to get hands‑on in a fast-moving environment
• Exceptional communicator and relationship-builder, comfortable engaging senior execs and managing complex projects
• You sweat the details, thrive on ownership, and are motivated by helping customers win
• Onsite in our San Francisco office full time—this role is highly collaborative and benefits from being in the room

Compensation

Base salary range: $150,000 – $190,000, plus opportunity for uncapped upside.

Final offer will be based on a variety of factors, including role level, relevant experience, skills, and job-related expertise.

11x is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.