Enterprise Customer Success Manager, Strategic

Company Overview

We’ve partnered with a leading SaaS platform that specializes in loyalty and referral program software, supporting e-commerce and omnichannel brands in acquiring new customers and maximizing their customer lifetime value. Their platform provides seamless integrations, customizable templates, and real-time analytics to enhance marketing campaigns.

Role Overview

Our client is seeking an experienced and self-driven Enterprise Customer Success Manager to lead loyalty and referral strategy for approximately 30 enterprise-level accounts. This high-impact role involves partnering with innovative brands in e-commerce, aligning the platform with their customer acquisition and retention goals.

Responsibilities

• Manage a portfolio of around 30 high-value enterprise accounts, ensuring successful implementation and optimization of loyalty and referral programs.
• Develop strong relationships with senior stakeholders, acting as a trusted advisor who understands their goals and champions long-term value creation.
• Collaborate cross-functionally with Sales, Product, and Marketing to drive customer satisfaction and program adoption.
• Utilize performance data and behavioral insights to identify opportunities for expansion and program enhancements.
• Conduct quarterly business reviews and strategic planning sessions to align on performance outcomes and growth prospects.
• Travel occasionally (~10%) for client visits and conferences.

Requirements

• 3–5 years of experience in a SaaS environment, ideally in marketing technology or customer engagement platforms.
• Proven track record of managing enterprise-level accounts, driving adoption, retention, and successful customer outcomes.
• Strong communication and relationship-building skills, capable of influencing and aligning cross-functional teams.
• Experience leading executive-level conversations and aligning senior stakeholders around long-term value.
• Analytical mindset with expertise in performance data and insights.
• Experience with a strategic partner in the marketing technology space is preferred.
• Negotiation and objection handling skills, focused on crafting win-win pricing strategies that foster retention and growth.

Compensation & Benefits

• Base Salary: $110,000/year
• On-Target Earnings (OTE) Bonus: $10,000/year
• Healthcare and 401k options available.

Hiring Process

The hiring process is designed to ensure a mutual fit, consisting of:

1. Initial screening interview.
2. 1:1 meetings with members of the Customer Success and supporting teams to assess alignment.
3. Completion of a case study to demonstrate problem-solving and strategic thinking abilities.

Location

This position is open to candidates based in the United States. Please note that the company does not currently offer visa sponsorship.