Senior Enterprise CSM: Drive Value & Renewals

Shield Financial Compliance; New York (NY); Hybrid; USD 130,000 - 155,000; Full time

Job summary

Shield Financial Compliance is seeking a Customer Success Manager in New York for a hybrid role. You will be the strategic owner of customer health for enterprise SaaS customers, guiding them to measurable value, renewals and expansions, and executive-level engagements.

You will own a book of 4–6 strategic accounts, collaborate with Product and R&D, and drive risk reduction and regulatory confidence through best practices and value delivery.

Qualifications

• 5+ years of enterprise SaaS customer success with executives.
• Own 4–6 strategic accounts as part of a book of business.
• Improve satisfaction, adoption and retention for a technical product.
• A fast learner who thrives in a fast-paced environment.
• Experience in the finance industry is a plus.

Responsibilities

• Champion the Customer Voice across Product, R&D, and Operations to maximize value.
• Own Customer Health by monitoring metrics and addressing risks.
• Drive renewals and expansions and support complex deals with Sales.
• Provide visibility on support issues and escalations to teams.
• Engage executives and economic buyers with best practices for risk and compliance.
• Deliver value via QBRs and customer training focused on outcomes.
• Collaborate on Mutual Success Plans with clear objectives and milestones.
• Maintain product knowledge to guide customers on relevant features.

Skills

Customer advocacy

Executive engagement

Account ownership

Strategic accounts

Enterprise SaaS

Job description

Shield Financial Compliance is seeking a Customer Success Manager in New York for a hybrid role. You will be the strategic owner of customer health for enterprise SaaS customers, guiding them to measurable value, renewals and expansions, and executive-level engagements.

You will own a book of 4–6 strategic accounts, collaborate with Product and R&D, and drive risk reduction and regulatory confidence through best practices and value delivery.