Strategic Enterprise CSM: Executive Relationships & Growth

Criteria Corp.; West Hollywood (CA); On-site; USD 120,000 - 180,000; 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 of enterprise accounts representing approximately $2.5M in ARR, lead renewal strategies, and coordinate cross-functional resources to maximize value and expansion.

Qualifications

• 3+ years in Enterprise Customer Success, Account Management, or related field at a B2B SaaS/tech company.
• Proven track record of 95%+ gross retention and net expansion in enterprise segments.
• Experience navigating complex, matrixed organizations with extended sales/renewal cycles.
• Strong financial fluency: P&L, ROI, TCO and executive business cases.
• Ability to build trusted advisor relationships with C-suite and VP-level executives.
• Excellent communication and presentation skills for executive audiences.
• Analytical ability to synthesize usage data and business metrics into insights.
• Experience developing multi-year strategic account plans tied to outcomes.
• Proficiency with CS platforms (ChurnZero), CRM (Salesforce), and BI tools.
• Familiarity with enterprise procurement, legal, and security review processes.

Responsibilities

• Own the end-to-end customer relationship for 50-70 enterprise accounts.
• Develop and execute account success plans aligned with business objectives.
• Build and maintain relationships across customer organizations from users to HR/TA leadership.
• Serve as the primary owner for customer health, adoption, retention, and expansion.
• Partner with customers to define success criteria and measurable outcomes.
• Conduct regular business reviews to articulate value and priorities.
• Translate usage data into clear business impact narratives.
• Identify adoption gaps and coordinate resources to close them.
• Own gross revenue retention and influence net revenue retention for your portfolio.
• Lead renewal strategy and engage early to flag risk and support renewals.
• Collaborate with Account Management on shared account strategy.
• Route inquiries to internal resources and surface customer patterns for product/go-to-market decisions.

Skills

Enterprise CS

Executive relationship management

Financial fluency

Data analysis

ChurnZero

Salesforce

BI tools

Multi-year account planning

Cross-functional collaboration

Renewal strategy

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 of enterprise accounts representing approximately $2.5M in ARR, lead renewal strategies, and coordinate cross-functional resources to maximize value and expansion.