Senior Customer Success Manager - Enterprise Outcomes

Charter Communications; New York (NY); Remote; USD 65,000 - 183,000; Full time

Job summary

Charter Communications is seeking a Senior Customer Success Manager IV to own enterprise customer outcomes across onboarding, renewal, and growth. You will coordinate a quarterback role among Sales, Delivery, Operations, Consulting, and Support to ensure value realization and retention.

The role emphasizes proactive engagement, executive discussions, and driving expansion while managing complex, enterprise relationships within managed services, cloud, and SaaS environments.

Qualifications

• Bachelor's degree in a related discipline with 8+ years of experience or a Master's with 6+ years or a PhD with 3+ years (or 12 years of relevant experience).
• Experience in Customer Success, Client Services, Account Management, or Consulting within B2B technology or services environments.
• Experience working with enterprise customers in managed services, cloud, SaaS, or complex delivery environments.
• Proven ability to manage customer relationships and drive value realization.
• Strong communication and stakeholder management skills.
• Experience working cross‑functionally in matrixed organizations.
• Owns highly complex or strategic enterprise customer relationships.
• Acts as a senior quarterback across functions, influencing execution across teams.
• Drives improvements to Customer Success programs and engagement models.
• Mentors other Customer Success team members and elevates overall team capability.

Responsibilities

• Own customer outcomes and value realization across a portfolio of enterprise customers; coordinate across Sales, Delivery, Operations, Consulting, Support, and Engineering.
• Lead lifecycle activities including onboarding, adoption, renewal, and expansion; identify risks and mitigation plans.
• Drive cross‑functional alignment to deliver seamless customer experiences and timelines.
• Partner with Sales and Account Management on renewal strategy and expansion opportunities.
• Lead executive‑level discussions, maintain proactive communication, and strengthen customer relationships.

Skills

Customer Success

Account Management

Stakeholder management

Cross-functional collaboration

Communication skills

Mentoring

Enterprise relationships

Matrixed organizations

Education

Bachelor's degree in a related discipline

Master's degree with 6 years experience

PhD with 3 years experience

12 years of relevant professional experience

Job description

Charter Communications is seeking a Senior Customer Success Manager IV to own enterprise customer outcomes across onboarding, renewal, and growth. You will coordinate a quarterback role among Sales, Delivery, Operations, Consulting, and Support to ensure value realization and retention.

The role emphasizes proactive engagement, executive discussions, and driving expansion while managing complex, enterprise relationships within managed services, cloud, and SaaS environments.