Enterprise Customer Success Manager

ResponsibilitiesThis is not a support role. You are a trusted commercial partner to your accounts and an internal advocate for their needs. You will lead executive relationships, drive structured expansion conversations, and work closely with Sales, Rev Ops, and Product to move the needle on Saa S attach and account healthDrive Saa S upsell and cross-sell across your portfolio — Shield, Guesty Pay, and other products — with a structured pipeline and a consistent conversation cadenceOwn expansion ARR targets and report weekly on pipeline, blockers, and close timelinesRun proactive QBRs and EBRs focused on business outcomes and commercial opportunities, not status updatesMaintain deep account knowledge — MRR, product adoption, health signals, renewal timing, stakeholder mapIdentify risk early and own recovery plans;
churn should never be asurpriseEnsure accounts are documented and operating within the agreed SLA and activity frameworksBuild and maintain multi-threaded executive re...