Senior Manager, Enterprise Customer Success - Remote

Overview

We’re looking for a Senior Manager of Enterprise Customer Success to lead and scale a high-performing team of Senior CSMs supporting our most strategic Enterprise merchants. This role is critical to driving retention, expansion, and long-term value for some of the world’s most recognizable brands.

In Short

• Lead, coach, and develop a team of Sr. CSMs to deliver measurable customer outcomes and business impact.
• Execute and refine customer success strategy for our premier enterprise portfolio, driving retention, expansion, and advocacy.
• Collaborate with CS leadership peers to align on global strategy, operational rigor, and journey-based best practices.
• Track, measure, and report on meaningful KPIs and OKRs tied to retention, growth, and team performance.
• Act as the strategic point of escalation and executive sponsor for complex, high-impact merchants.
• Partner cross-functionally with Sales, Product, Technical Services, Marketing, and Engineering to influence roadmap, programs, and merchant experience.
• Champion customer insights and feedback across the organization to ensure alignment and advocacy at scale.

Requirements

• 3–5 years of proven success in people management, ideally leading senior-level CSMs.
• 5+ years of SaaS experience, with strong foundations in Customer Success or Account Management; eCommerce SaaS background strongly preferred.
• Demonstrated success working with Enterprise brands and portfolios exceeding $20M in ARR.
• Deep understanding of customer success best practices with a focus on retention, growth, and customer journey optimization.
• Strong leadership skills with the ability to coach, inspire, and hold teams accountable.
• Experience collaborating at the leadership level to scale strategy, processes, and outcomes across teams.
• Data-driven and comfortable using metrics to guide decisions, measure impact, and improve outcomes.
• Experience navigating complex enterprise accounts and delivering measurable business results.
• Resilience, adaptability, and creative problem-solving in a fast-paced, high-growth environment.
• Bachelor’s degree or equivalent experience desired.

Benefits

• Medical, dental and vision plans
• Retirement plan with employer contribution
• Flexible Time Off
• Paid Parental Leave
• Monthly Remote Life and Merchant stipends