Strategic Enterprise CS Advisor

Criteria Corp; West Hollywood (CA); On-site; USD 150,000 - 210,000; Full time

Job summary

Criteria Corp is seeking an Enterprise Customer Success Manager to own and nurture relationships with our enterprise-sized customers. You will serve as a trusted advisor to C-suite executives and senior stakeholders, driving measurable business outcomes and ensuring long-term partnership success.

You will manage a portfolio representing about $2.5M in ARR. Responsibilities include owning end-to-end customer relationships for 50-70 enterprise accounts, developing success plans, coordinating with

Qualifications

• 3+ years in Enterprise Customer Success, Account Management, Management Consulting, or Sales at a B2B SaaS or technology company
• Proven track record of 95%+ gross retention and net expansion in enterprise segments
• Experience navigating complex, matrixed organizations with extended sales and renewal cycles
• Financial fluency with P&L, TCO, ROI and executive-level business cases
• Demonstrated ability to build trusted advisor relationships with C-suite and VP-level executives
• Exceptional communication and presentation skills with executive audiences
• Strong analytical capabilities, synthesizing usage data and business metrics into actionable insights
• Experience developing and executing multi-year strategic account plans tied to measurable outcomes
• Proficiency with CS platforms (ChurnZero), CRM (Salesforce), and BI tools
• Familiarity with enterprise procurement, legal, and security review processes

Responsibilities

• Own end-to-end customer relationship for a portfolio of 50-70 enterprise accounts
• Develop and execute account success plans aligned with customer objectives and hiring outcomes
• Build and maintain relationships across customer organizations, from day-to-day users to HR and TA leadership
• Serve as the primary point of accountability for customer health, adoption, retention, and expansion
• Partner with customers to define success criteria and measurable outcomes
• Conduct regular business reviews that articulate realized value, product utilization, and forward-looking priorities
• Translate usage data and product capabilities into clear business impact narratives
• Identify adoption gaps and coordinate resources to close them
• Own gross revenue retention and influence net revenue retention for portfolio
• Lead renewal strategy and execution, flag risk early and support on-time renewals
• Support business cases for additional product investment when expansion opportunities are identified
• Route support and product inquiries to the right internal resource; act as the voice of the customer
• Collaborate with Account Management on account strategy for shared accounts
• Proactively identify adoption barriers, sentiment shifts, and churn risk with data signals
• Maintain renewal forecasting and account health documentation in ChurnZero and Salesforce

Skills

Executive communication

Relationship building

Analytical thinking

Account management

Strategic account planning

Problem solving

Tools

ChurnZero

Salesforce

BI tools

Job description

Criteria Corp is seeking an Enterprise Customer Success Manager to own and nurture relationships with our enterprise-sized customers. You will serve as a trusted advisor to C-suite executives and senior stakeholders, driving measurable business outcomes and ensuring long-term partnership success.

You will manage a portfolio representing about $2.5M in ARR. Responsibilities include owning end-to-end customer relationships for 50-70 enterprise accounts, developing success plans, coordinating with