Senior Manager of Customer Success (Enterprise)

What you'll do:

• Manage and coach a team of 4–5 Customer Success Managers (likely scaling to 7), fostering accountability, collaboration, and high performance.
• Translate segment and company goals into clear execution plans, ensuring consistent delivery of Customer Success best practices.
• Enable your team through active coaching, joint customer calls, shadow sessions, and run structured 1:1s to build skills and confidence.
• Drive performance management by setting expectations, delivering feedback, and supporting career development in partnership with People Success.
• Collaborate with Go-to-Market peers to oversee portfolio priorities and account health across the Enterprise segment.
• Build relationships with senior stakeholders in key accounts, joining QBRs, solutioning sessions, and executive meetings to ensure strategic alignment.
• Act as the primary escalation point for complex customer issues, partnering cross-functionally to drive swift resolution.
• Own financial and operational targets (NRR, churn, CSAT) and ensure consistent execution of the Enterprise customer lifecycle.
• Identify blockers to success and propose cross-functional solutions in collaboration with peers and leadership.
• Champion change management and operational improvements across the Enterprise CS organization.

What you'll need to succeed:

• 10+ years of experience in marketing or creative enterprise account management, ideally within an agency environment.
• Ideally 2+ years of people management experience, managing a team..
• Proven track record of managing enterprise clients directly and through direct reports.
• Strategic, data-driven mindset with strong business and operational acumen.
• Customer-first approach and passion for building lasting, high-value partnerships.
• Excellent English verbal and written communication skills, great at presenting ideas, and an executive presence.
• Strong customer relationship-building skills with the ability to manage expectations and build trust.
• Understanding of how AI is reshaping marketing and creative work, paired with curiosity and willingness to learn.
• Located in the United States, with willingness to travel up to 15% for key customer engagements.
• Demonstrated ability in commercial activities (renewing and upselling contracts) and experience managing the full commercial customer lifecycle, not just project delivery.