Senior Enterprise Customer Success Leader

Spectrum; Phoenix (AZ); Remote; USD 110,000 - 160,000; Full time

Job summary

Spectrum is seeking a seasoned Customer Success Manager IV to own outcomes and value realization for a portfolio of enterprise customers. You will act as the quarterback across Sales, Delivery, Operations, Consulting, Support, and Engineering to ensure retention, adoption, and expansion driven by measurable outcomes.

You will manage onboarding, renewal readiness, and expansion activities, identify risks, and lead executive-level discussions while collaborating with cross-functional teams to

Qualifications

• Bachelor’s degree in a related discipline and 8 years of experience
• Or a master’s degree with 6 years of experience
• Or a PhD with 3 years of experience
• Or 12 years of relevant professional experience
• Experience in Customer Success, Client Services, Account Management, or Consulting within B2B technology or services environments

Responsibilities

• Own accountability for ensuring customers realize the business outcomes and value aligned to their Spectrum solutions
• Develop and maintain Outcome-Based Success Plans tied to customer objectives, KPIs, and milestones
• Ensure delivery and operational activities remain aligned to outcomes, not just scope completion
• Lead customer conversations focused on value realization, adoption, and forward roadmap alignment
• Manage a portfolio of strategic customers across onboarding, adoption, renewal, and expansion phases
• Proactively identify risks to retention and develop mitigation plans
• Ensure consistent execution of lifecycle touchpoints including onboarding, QBRs, and renewal readiness
• Act as the primary point of accountability and coordination across Sales, Delivery, Operations, Consulting, Support, and Engineering
• Drive alignment across teams to ensure seamless customer experience and execution
• Resolve cross-functional issues impacting customer outcomes or timelines
• Partner closely with Sales and Account Management to support renewal strategy and execution
• Ensure renewal conversations are grounded in delivered value and measurable outcomes
• Identify opportunities for expansion and surface Customer Success Qualified Leads
• Lead QBRs and executive-level discussions focused on outcomes achieved, value delivered, and future opportunities
• Maintain proactive communication and transparency with customers
• Strengthen customer relationships and advocacy
• Contribute to the development and refinement of Customer Success playbooks and engagement models
• Support standardization of best practices across customer segments
• Provide feedback to improve tools, processes, and operating cadence

Skills

Customer Success

Stakeholder Management

Cross-functional Collaboration

Enterprise Accounts

Communication

Education

Bachelor’s degree in related field

Master’s degree

PhD

Job description

Spectrum is seeking a seasoned Customer Success Manager IV to own outcomes and value realization for a portfolio of enterprise customers. You will act as the quarterback across Sales, Delivery, Operations, Consulting, Support, and Engineering to ensure retention, adoption, and expansion driven by measurable outcomes.

You will manage onboarding, renewal readiness, and expansion activities, identify risks, and lead executive-level discussions while collaborating with cross-functional teams to