Articulate
Manager, Enterprise Customer Success
Articulate, Washington, District Of Columbia, United States, 20001
Manager, Enterprise Customer Success
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. The pay range for this position is $122,600 to $183,800 for all US locations. This range reflects the minimum and maximum amounts we believe in good faith, at the time of this posting, are appropriate for this role. Actual compensation may vary, subject to future adjustment as needed. Articulate considers a wide range of factors in making compensation decisions, including, but not limited to, skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs. This position is also bonus eligible. This position is eligible for Articulate's robust suite of benefits which are detailed here. The application window for this position is expected to close 90 days from the original posting date. This is a US-based role and can be performed remotely from anywhere within the United States. Occasional travel for company events may be required. Employees must physically reside and work within the US throughout their employment and must immediately notify Articulate of any change of address.
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. The pay range for this position is $122,600 to $183,800 for all US locations. This range reflects the minimum and maximum amounts we believe in good faith, at the time of this posting, are appropriate for this role. Actual compensation may vary, subject to future adjustment as needed. Articulate considers a wide range of factors in making compensation decisions, including, but not limited to, skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs. This position is also bonus eligible. This position is eligible for Articulate's robust suite of benefits which are detailed here. The application window for this position is expected to close 90 days from the original posting date. This is a US-based role and can be performed remotely from anywhere within the United States. Occasional travel for company events may be required. Employees must physically reside and work within the US throughout their employment and must immediately notify Articulate of any change of address.