Enterprise Customer Success Manager

Criteria Corp

. Own the end-to-end customer relationship for a portfolio of 50–70 enterprise accounts .

Posted 10/5/2026full-timeRemote • California • United StatesMid-LevelSenior💰 $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing enterprise customer relationships, driving retention and expansion through strategic account planning and execution. Proficient in analyzing customer data to inform business decisions and enhance product adoption.

Highest-signal resume keywords

Bilingual English And SpanishEnterprise Customer SuccessAccount ManagementChurnZero ProficiencySalesforce Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Gross RetentionNet ExpansionAnalytical CapabilitiesStrategic Account PlanningBusiness Case Development

Soft Skills

Exceptional CommunicationPresentation SkillsRelationship Building

Tools & Technologies

ChurnZeroSalesforceBI Tools

Industry Keywords

B2B SaaSEnterprise AccountsP&L DiscussionsTCOROI

About the role

Key responsibilities & impact

Own the end-to-end customer relationship for a portfolio of 50–70 enterprise accounts
Develop and execute account success plans aligned with customers’ business objectives and hiring outcomes
Build and maintain relationships across customer organizations, from day-to-day users to HR and TA leadership
Serve as the primary point of accountability for customer health, adoption, retention, and expansion
Define success criteria and measurable outcomes tied to use of Criteria’s platform
Conduct regular business reviews covering realized value, product utilization, and future priorities
Translate usage data and product capabilities into business impact narratives
Identify adoption gaps and coordinate resources to close them
Own GRR and influence NRR for the portfolio
Partner with Client Account Executives to identify expansion opportunities
Lead renewal strategy and execution, flagging risk and supporting on-time renewals
Support business cases for additional product investment
Route support, implementation, and product inquiries to appropriate internal resources
Act as the voice of the customer internally and inform product and go-to-market decisions
Collaborate with Account Management on shared-account strategy
Identify adoption barriers, sentiment shifts, and churn risk
Develop and execute risk mitigation plans
Maintain renewal forecasting and account health documentation in ChurnZero and Salesforce

Requirements

What you’ll need

Must be bilingual English and Spanish speaker
3+ years in Enterprise Customer Success, Account Management, Management Consulting, or Sales at a B2B SaaS or technology company
Proven track record of 95%+ gross retention and net expansion in enterprise segments
Experience navigating complex, matrixed organizations with extended sales and renewal cycles
Comfortable with P&L discussions, TCO, ROI, and building executive-level business cases
Ability to build trusted advisor relationships with C-suite and VP-level executives
Exceptional communication and presentation skills with executive audiences
Strong analytical capabilities; able to synthesize usage data, health scores, and business metrics into actionable insights
Experience developing and executing multi-year strategic account plans tied to measurable outcomes
Proficiency with CS platforms (ChurnZero), CRM (Salesforce), and BI tools
Familiarity with enterprise procurement, legal, and security review processes