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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Enterprise Customer Success with a focus on driving Net Revenue Retention, managing complex account relationships, and executing strategic success plans. Proven ability to influence stakeholders and lead cross-functional collaboration to enhance customer engagement and retention.
Highest-signal resume keywords
Enterprise Customer Success ManagementNet Revenue Retention (NRR)Contractual NegotiationSuccess PlanningStakeholder Influence
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Account ManagementChurn Risk MitigationForecasting RenewalsUpsell OpportunitiesCross-Sell OpportunitiesKPI DevelopmentROI MeasurementDocumentation ManagementProduct KnowledgeEngagement History Maintenance
Soft Skills
Interpersonal SkillsCommunication SkillsDecision-Making SkillsOrganizational SkillsResults Orientation
Industry Keywords
SaaSCustomer Advocacy ProgramsExecutive PresenceHigh-Growth AccountsCommercial Mindset
About the role
Key responsibilities & impact- Own strategic enterprise accounts with accountability for renewals, net revenue retention, expansion, and referenceability
- Develop and execute success plans with goals, KPIs, and measurable ROI
- Drive adoption and engagement across multiple product lines and platform functionality
- Lead executive business and roadmap reviews
- Identify and mitigate churn risk proactively
- Manage escalations and critical issues
- Lead contractual and commercial negotiations and manage commercial terms
- Forecast renewals, churn risks, upsell, and cross-sell opportunities
- Partner with Sales and Account Management on expansion opportunities
- Build customer champions, advocacy programs, and referenceable accounts
- Influence product roadmap, platform functionality, and go-to-market strategy as the voice of the customer
- Collaborate cross-functionally to scale processes, drive retention, and maximize growth
- Mentor other Customer Success Managers
- Maintain accurate account documentation, usage insights, and engagement history
- Meet assigned OKRs and KPIs
Requirements
What you’ll need- 8+ years of experience in Enterprise Customer Success, Account Management, or SaaS roles
- Proven track record driving adoption, retention, renewals, and expansion in complex, high-growth accounts
- Strong executive presence and ability to influence senior and C-level stakeholders
- Experience in success planning, documentation, and escalation management
- Commercial mindset focused on Net Revenue Retention (NRR) and churn reduction
- Comfort with contractual and commercial negotiation and managing commercial terms
- Exceptional interpersonal, influencing, and communication skills
- Ability to forecast renewals, churn risk, and upsell/cross-sell opportunities accurately
- Deep, hands-on knowledge of the company’s products and services
- Bias for action and results orientation
- Highly organized and systems-oriented, with strong decision-making skills
Benefits
Comp & perks- Remote-first work arrangement
- Optional collaborative workspaces in Austin, Atlanta, and London
- Variable compensation such as bonus or commission, where applicable
- Equity, where applicable
- Benefits in accordance with local policies
- Inclusive and accessible hiring experience
- Government ID and biometric verification processed securely in accordance with applicable privacy laws