Strategic Enterprise CSM — Remote, AI-Driven Renewal

Ladders; United States; Remote; USD 130,000 - 150,000; Full time

Benefits offered by this job

Fully remote

Travel 10-15%

AI tools access

Collaborative culture

Startup environment

Job summary

Ladders is seeking an Enterprise Customer Success Manager to own strategic enterprise relationships and drive retention, expansion, and long-term account health across a complex customer base. You will partner with senior stakeholders, cross-functional teams, and executive sponsors to guide renewal strategy and identify growth opportunities.

This remote role requires executive presence, disciplined account planning, startup agility, and fluency with AI tools to improve decision‑making and

Qualifications

• 6+ years in Customer Success or strategic customer-facing roles for enterprise accounts.
• Startup experience required; ability to navigate non-standard processes.
• Fluency with AI tools, leveraging them in professional settings for enhanced judgment.

Responsibilities

• Set strategic direction for assigned accounts and advocate for it with stakeholders.
• Lead and define cross-functional initiatives as if owning the business.
• Manage the entire renewal process, including negotiations with senior leaders.
• Develop internal champions to promote the company within client organizations.
• Identify underperforming accounts and create tailored growth plans.
• Utilize AI in daily management from account planning to renewal preparation.

Skills

Executive presence

Strategic account planning

Cross-functional leadership

Renewal negotiations

AI fluency

Startup experience

Tools

Health-scoring platforms

Customer success platforms

AI tools

Job description

Ladders is seeking an Enterprise Customer Success Manager to own strategic enterprise relationships and drive retention, expansion, and long-term account health across a complex customer base. You will partner with senior stakeholders, cross-functional teams, and executive sponsors to guide renewal strategy and identify growth opportunities.

This remote role requires executive presence, disciplined account planning, startup agility, and fluency with AI tools to improve decision‑making and