Strategic Enterprise CSM & Growth Architect

Fenix24; United States; On-site; USD 130,000 - 190,000; Full time

Job summary

Fenix24 is seeking a Principal Customer Success Manager to lead and grow our most valuable enterprise relationships. You will own strategic accounts, align cross-functionally with Sales, Product, and Engineering, and serve as the executive-level voice for our customers.

Your role drives retention, expansion, and long-term value realization. You will act as escalation authority for complex scenarios, shape account strategy, and translate experiences into scalable CS programs and plays.

Qualifications

• 10+ years in Customer Success, account management, or a related customer-facing role, with demonstrated success managing complex enterprise relationships
• Strong executive presence and credibility at the C-suite level
• Proven ability to lead cross-functional initiatives without direct authority
• Deep experience developing and executing long-term account strategy, with advanced problem-solving skills in ambiguous environments
• Excellent written and verbal communication, including at the executive level
• Strong analytical, organizational, and planning skills
• Solid understanding of recurring revenue models, customer growth strategy, and service level/contract alignment
• Experience in a service delivery or managed services environment, with a strong grasp of IT infrastructure and security concepts
• Practical InfoSec experience and real-world application of cybersecurity principles for customers

Responsibilities

• Own and manage a portfolio of the organization's most strategic and complex accounts, driving long-term strategy focused on value realization, retention, and expansion
• Build and maintain executive-level relationships with customer stakeholders, serving as a senior voice of the customer for leadership
• Align cross-functionally across Sales, Service Delivery, Product, Support, and Executive teams to remove blockers and drive outcomes
• Act as the escalation authority for the most complex customer situations, spanning technical, commercial, and operational domains
• Translate lessons learned from complex engagements into improved Customer Success plays, programs, and best practices
• Provide strategic guidance for critical account planning, at-risk accounts, and renewal/expansion strategy
• Partner with the Principal TAM as a peer advisor, and with Sales and Engineering on long-term growth planning
• Deliver executive business reviews and value-based reporting; track key metrics and KPIs across adoption, expansion, and account health

Skills

Executive presence

Cross-functional collaboration

Strategic account management

Advanced problem solving

Executive communication

Job description

Fenix24 is seeking a Principal Customer Success Manager to lead and grow our most valuable enterprise relationships. You will own strategic accounts, align cross-functionally with Sales, Product, and Engineering, and serve as the executive-level voice for our customers.

Your role drives retention, expansion, and long-term value realization. You will act as escalation authority for complex scenarios, shape account strategy, and translate experiences into scalable CS programs and plays.