Lead Customer Success Manager - West

Lead Customer Success Manager - West

As a Lead Customer Success Manager, you will own the post-sales strategic relationship, retention, and value realization across our highest-stakes enterprise accounts. You will serve as the trusted advisor and strategic lead for your portfolio, orchestrating technical and commercial counterparts to ensure customers realize maximum value from their investment and naturally expand their footprint with us.

Responsibilities

• Drive Strategic Account Value & Retention: Accountable for net retention, customer health, and long-term strategic alignment across a portfolio of complex enterprise accounts.
• Partner with Sales for Account Growth: Work side-by-side with Account Executives/Strategic Account Managers to identify expansion vectors, co-develop account plans, and position new capabilities that directly support the customer's technical roadmap.
• Integrate with Technical Counterparts: Partner closely with Forward-Deployed Engineers (FDEs) and technical leads to ensure technical delivery aligns directly with the client's business outcomes, removing friction and accelerating time-to-value.
• Operate as an Independent Bar-Raiser: Proactively build scalable Customer Success playbooks, elevate executive engagement standards, and operate with extreme ownership without needing step-by-step guidance.
• Cultivate C-Suite & Technical Sponsorship: Build multi-threaded relationships across business and technology functions (CIO, CISO, CTO, VPs of Engineering, Product Leads) to ensure continuous alignment with top corporate initiatives.
• Drive Business Outcomes & QBRs: Shift client conversations from product usage to business impact, leading executive business reviews (EBRs/QBRs) that demonstrate clear ROI and anchor the account for long-term growth.

Requirements

• 10+ years in Enterprise Customer Success, Account Management, or Technical Account Management handling high-ARR, complex enterprise platforms.
• Proven history of partnering with Sales to identify, nurture, and help close upsells, expansions, and renewals in complex, multi-stakeholder environments.
• Deep experience collaborating with Forward-Deployed Engineers, Solutions Architects, and product delivery teams to translate technical achievements into commercial value.
• Self-motivated bar-raiser with a bias for action who excels in ambiguous, fast-paced environments and takes full accountability for account outcomes.
• Outstanding communication and presentation skills, with a track record of challenging and advising C-level executives on technology strategy and operational efficiency.

Salary Target Annual Earnings (salary + commission): $190K-220K OTE

How to Apply Applicants for this opportunity must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.