Enterprise Customer Success Manager

Easol

. Own a portfolio of enterprise creators and build strong relationships across operational and executive stakeholders .

Posted 11/9/2026full-timeNew York City • New York • United StatesMid-LevelSenior💰 $100,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and Account Management within SaaS/B2B, with a strong focus on managing customer portfolios, driving retention, and leading complex implementations. Possesses technical aptitude for troubleshooting and a deep understanding of AI products to enhance customer workflows.

Highest-signal resume keywords

Customer Success ManagementProject ManagementTechnical TroubleshootingRelationship BuildingAI Product Adoption

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementData AnalysisImplementation ManagementReporting InvestigationCustomer Portfolio Management

Soft Skills

Strong CommunicationOrganizational SkillsDecision MakingConfidence with StakeholdersOwnership

Tools & Technologies

Customer Success ToolingDashboardsData ExportsAI Platforms

Industry Keywords

SaaSB2BMusicTicketingLive EventsHospitalityTravelE-commerce

About the role

Key responsibilities & impact

Own a portfolio of enterprise creators and build strong relationships across operational and executive stakeholders
Take accountability for creator success, retention and risk management
Develop strategic account plans and lead QBRs and regular business reviews
Use account health data and customer-success tooling to identify risks, opportunities and next steps
Lead complex implementations, major launches and creator initiatives
Manage project timelines, dependencies, risks and stakeholder alignment across internal and external teams
Support creators through major on-sales and key trading periods
Coordinate internal teams to ensure successful delivery and resolve issues
Identify expansion and cross-sell opportunities in partnership with Sales
Champion adoption of Easol’s AI products and capabilities
Troubleshoot platform, reporting and configuration issues using data, dashboards and exports
Partner with Product, Engineering, Solutions and Event Operations to resolve complex issues
Represent the creator’s voice internally and translate feedback into product insights
Maintain strong product knowledge and advise creators on platform usage
Represent Easol onsite at key creator events, launches and strategic meetings
Contribute to the development of Customer Success processes, tooling, automation and scalable ways of working

Requirements

What you’ll need

4+ years of experience in Customer Success or Account Management within SaaS/B2B
Demonstrated experience independently owning and managing a customer portfolio, including account health, retention and long-term success
Experience leading complex implementations, launches or customer projects involving multiple internal and external stakeholders
Strong project management skills, including managing timelines, dependencies, competing priorities and stakeholder expectations
Strong relationship-building skills and confidence working with senior and executive stakeholders
Strong technical aptitude and willingness to troubleshoot platform and data issues
Experience investigating reporting discrepancies, working with data exports and dashboards, and understanding configuration or setup impacts
Ability to communicate technical issues clearly to customers and internal technical teams
Commercial awareness and ability to recognise expansion opportunities
Comfort working with AI-native platforms and understanding how AI improves customer workflows and business outcomes
Confidence demonstrating, positioning and driving adoption of AI-powered products with customers
Highly organised and able to manage multiple complex accounts, launches and competing priorities
Comfortable taking ownership and making decisions in a fast-moving environment
Strong written and verbal communication skills
Willingness to travel across the US for key creator events and strategic meetings
Experience in music, ticketing, live events, hospitality, travel, e-commerce or another vertical SaaS environment is a bonus

Benefits

Comp & perks

Company-funded “deep week” to travel to a destination of choice and focus on an important project
Monthly contribution towards a gym membership
Monthly contribution towards a mobile phone contract
Annual personal development budget
Support to choose your own equipment
33 days of holidays, inclusive of public holidays
Support for employees of all backgrounds and physical abilities