Manager, Enterprise Customer Success - Articulate

Job Title: Manager, Enterprise Customer Success
Job Location: United States
Job Listing URL: https://jobs.lever.co/articulate/2299a92e-8888-4567-aae3-ed38f992f102
Job Description: We are seeking a strategic and people-focused Manager, Enterprise Customer Success to lead a high-performing team of Enterprise Customer Success Managers (CSMs). This team is responsible for ensuring the success, satisfaction, and retention of our enterprise customers across the U.S. and globally.

As the Manager, you’ll oversee the development and execution of customer success strategies that drive adoption, retention and expansion. You'll coach and retain top talent, collaborate cross-functionally, and play a key part in shaping the future of Enterprise Customer Success at Articulate.
What You'll Do:
Oversee the customer lifecycle for Enterprise accounts, from onboarding to renewal
Support your team in maintaining strong relationships, delivering measurable outcomes and mitigating renewal risks
Own Enterprise renewals and ensure retention targets are consistently met
Identify CSQLs and partner with Sales to grow customer value
Maintain accurate revenue forecasts and contribute to overall business planning
Hire, manage, coach, and develop a team of Enterprise CSMs to ensure high performance and engagement
Foster a collaborative, customer-focused team culture
Work closely with Sales, Product, and Marketing teams to align on customer needs and strategic initiatives
Share customer insights to help shape product direction and customer engagement programs
Partner with internal stakeholders to deliver on key business priorities
Optimize team processes and workflows for scalability and efficiency
Use data and tools to track progress, identify trends, and inform decision-making
Provide regular reporting on team performance, customer outcomes, and revenue metrics
Serve as an escalation point for complex customer issues, while advocating for the business and the customer
Support VP in special projects and other tasks as assigned
Partner with CS Enablement to identify development opportunities for CSMs and create strategies to address them
Partner with Legal to navigate complicated customer agreements
What You Should Have:
5+ years of experience in customer success, account management, or related roles, with at least 2+ years in a people management role.
Proven success leading distributed teams managing enterprise customers in SaaS or eLearning industries.
Strong track record of meeting and/or exceeding revenue targets and KPIs
Experience forecasting customer outcomes, including retention and CSQLs.
Excellent coaching, communication, and interpersonal skills.
Experience collaborating cross-functionally in a fast-paced, remote environment.

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