Senior Enterprise CSM: AI-Driven Growth & Retention

United States Digital Space LLC; United States; Remote; USD 115,000 - 135,000; Full time

Benefits offered by this job

Interesting Work

Tribe Culture

Prestigious brands

Job summary

United States Digital Space LLC is seeking a Senior Customer Success Manager to manage a portfolio of high-value enterprise accounts, representing a minimum of $5M in ARR across ~20–25 organizations. You will serve as the strategic partner through the entire customer lifecycle, driving adoption, retention, and expansion.

You will navigate complex org structures, build executive relationships, and lead cross-functional efforts with Sales, Product, and Marketing to ensure measurable business

Qualifications

• 8–12 years of experience in Customer Success, Account Management, Enterprise SaaS sales, renewals, or a related customer-facing role.

Responsibilities

• Own account strategies across a $5M+ ARR portfolio of approximately 20–25 enterprise accounts.
• Develop multi-year success plans aligned to customers’ digital transformation goals, adoption milestones, and measurable business outcomes.
• Build trusted relationships with executive stakeholders, including VP Marketing/CMO, Head of Digital, and VP Engineering/CTO.
• Identify and proactively address churn, contraction, competitive displacement, and executive disengagement risks, developing recovery strategies when needed.
• Own and forecast retention targets using usage, adoption, health, and engagement indicators.
• Lead Executive Business Reviews (EBRs) and customer workshops that demonstrate ROI and connect the company to measurable business outcomes.
• Own a defined expansion quota and identify, negotiate, and close upsell and volume-growth opportunities within your portfolio.
• Advise customers on best practices for scaling their implementation, evolving workflows, and expanding strategic adoption without owning the technical build.
• Mentor and coach CSMs on strategic account management, executive engagement, commercial strategy, and risk management.
• Bring customer insights to the organization and contribute to the evolution of the CS playbook, platform, processes, and customer experience.

Skills

Executive relationships

Churn risk management

Customer lifecycle

Strategic account planning

Cross-functional collaboration

Education

Bachelor’s degree preferred

Job description

United States Digital Space LLC is seeking a Senior Customer Success Manager to manage a portfolio of high-value enterprise accounts, representing a minimum of $5M in ARR across ~20–25 organizations. You will serve as the strategic partner through the entire customer lifecycle, driving adoption, retention, and expansion.

You will navigate complex org structures, build executive relationships, and lead cross-functional efforts with Sales, Product, and Marketing to ensure measurable business