Enterprise Customer Success Manager

Plotline

. Manage a $1.5M+ ARR portfolio of high-value US customers .

Posted 10/16/2026full-timeSan Francisco • California • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer relationships and driving product adoption to maximize platform value. Proven ability to connect customer goals with product capabilities while ensuring retention and expansion within a B2B SaaS environment.

Highest-signal resume keywords

Customer Success ManagementAccount ManagementRenewal NegotiationROI Narrative DevelopmentB2B SaaS Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Portfolio ManagementKPI MappingProduct Adoption StrategiesChurn Risk MitigationCustomer Use Case DevelopmentData AnalysisContract ExecutionExpansion Opportunity IdentificationBusiness Review FacilitationCustomer Feedback Synthesis

Soft Skills

Exceptional Communication SkillsRelationship BuildingCreative Problem SolvingCross-Functional CollaborationAccountability

Tools & Technologies

Martech PlatformsEngagement PlatformsMobile-First ProductsCustomer Relationship Management (CRM) ToolsData Analytics Tools

Industry Keywords

B2B SaaSFintechE-CommerceGamingSuper-App

About the role

Key responsibilities & impact

Manage a $1.5M+ ARR portfolio of high-value US customers
Drive customer expansion, retention, and advocacy
Own the post-sale customer relationship and ensure maximum platform value
Drive product adoption and champion customer use cases
Lead business reviews, use case workshops, and strategy sessions
Map platform capabilities to customer KPIs including DAU, retention, conversion, and ARPU
Monitor product usage and flag underutilization
Build and share best practices, playbooks, and customer success stories
Ensure measurable business impact within the first 90 days
Own renewals from early health signals through negotiation and contract execution
Track renewal timelines, health scores, and risk indicators
Identify and mitigate churn risks
Build ROI-based renewal cases
Coordinate with Finance and Sales on pricing, contract terms, and billing
Run QBRs/MBRs and present adoption, campaign, ROI, and roadmap information
Build multi-threaded relationships across customer organizations
Advise customers on launches, seasonal campaigns, and engagement experiments
Translate the product roadmap into customer-relevant narratives
Identify upsell and cross-sell opportunities
Package and hand off qualified expansion opportunities to Account Managers
Track expansion-readiness indicators
Oversee escalations and ensure critical issues are prioritized and resolved within SLA
Synthesize customer feedback into product requests
Coordinate with Product, Engineering, and Support

Requirements

What you’ll need

2–5 years in Customer Success, Account Management, or Strategic Consulting at a B2B SaaS company
Ideally experience in martech, engagement platforms, or mobile-first products
Proven track record managing $800K+ ARR portfolios with strong retention and expansion metrics
Comfortable owning renewal conversations, building ROI narratives, and navigating pricing discussions
Ability to connect customer business goals to specific product capabilities and build a roadmap
Ability to develop creative customer use cases and proactively bring ideas to customers
Experience building relationships across product, marketing, growth, cultures, and C-suite stakeholders
Exceptional written and verbal communication skills
Experience communicating with global teams across time zones
Comfortable managing 30+ accounts end-to-end with full accountability for retention
Background in consumer fintech, e-commerce, gaming, or super-app verticals is nice-to-have
Track record of driving net revenue retention >120% is nice-to-have

Benefits

Comp & perks

Strategic CSM role with high customer impact
Cross-functional influence over product roadmap priorities, go-to-market strategy, and commercial playbooks
Fast-moving team with new features shipping weekly
Ownership culture with directly measurable impact