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criteriacorp

Enterprise Customer Success Manager

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We are seeking an Enterprise Customer Success Manager to own and nurture relationships with our enterprise-sized customers. In this role, you will serve as a trusted advisor to C-suite executives and senior stakeholders, driving measurable business outcomes and ensuring long-term partnership success. You will manage a portfolio of enterprise accounts representing ~$2.5M in ARR.


Responsibilities

Account Ownership

  • Own the end-to-end customer relationship for a portfolio of 50-70 enterprise accounts
  • Develop and execute account success plans aligned with each customer's 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

Business Value & Outcomes

  • Partner with customers to define success criteria and measurable outcomes tied to their use of Criteria's platform
  • Conduct regular business reviews that articulate realized value, product utilization, and forward-looking priorities
  • Translate usage data and product capabilities into clear business impact narratives
  • Identify adoption gaps and coordinate resources to close them

Revenue Stewardship

  • Own gross revenue retention (GRR) and influence net revenue retention (NRR) for your portfolio
  • Partner with Client Account Executives to identify and surface expansion opportunities
  • Lead renewal strategy and execution, engaging early to flag risk and support on-time renewals
  • Support business cases for additional product investment when expansion opportunities are identified

Cross-Functional Orchestration

  • Route support, implementation, and product inquiries to the right internal resource; keep the customer informed throughout
  • Act as the voice of the customer internally, surfacing patterns that inform product and go-to-market decisions
  • Collaborate with Account Management on account strategy for shared accounts

Risk Management

  • Proactively identify adoption barriers, sentiment shifts, and churn risk through data and relationship signals
  • Develop and execute risk mitigation plans with clear timelines and ownership
  • Maintain accurate renewal forecasting and account health documentation in ChurnZero and Salesforce

Requirements

To be successful in this role the incumbent will demonstrate the following:

  • 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
  • Financial fluency. Comfortable with P&L discussions, TCO, ROI, and building executive-level business cases
  • Demonstrated 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