Full-Time Enterprise Customer Success Manager

About the role The Enterprise CSM will manage a portfolio of complex accounts requiring strong relationship management and a consultative approach. We focus on user adoption, driving value via feature usage and optimization. Working as strategic advisors, ensure maximum ROI from Dayshape.

1. Manage and host regular customer meetings and calls, meet customers in-person in the US.
2. Build a detailed understanding of the customer's organization to develop and maintain strategic account plans, identifying opportunities for ARR growth, renewal or adoption risks, relationship expansion, and strategies to improve customer satisfaction.
3. Own the commercial relationship, host QBRs to discuss renewals, expansions, or additional countries.
4. Create, maintain, and distribute monthly status reports, health scores, and key metrics.
5. Manage stakeholders (super users, product owners, resource managers, C-suite) within the customer organization.
6. Monitor and encourage product usage, proactively identifying training needs to increase adoption and help measure ROI.
7. Nurture customers into advocates for testimonials, case studies, or referrals.
8. Participate in Dayshape implementation, working closely with the Professional Services team.
9. Provide regular training sessions, webinars, or workshops to maximize Dayshape usage and showcase new features.
10. Align internal resources (Product, support, and operations) to drive customer outcomes.
11. Provide feedback to the Product department, ensuring the enhancement backlog represents customer needs.
12. Communicate changes/product updates, collect and share customer feedback.

About you Significant experience in Customer Success/Account Management with enterprise-level customers, managing 6 or 7-figure deals and executive relationships.

• Understanding of complex Professional Services firm operations.
• Experience influencing revenue expansion (upsell, cross-sell, relationship expansions).
• Experience designing/delivering strategies improving product deployment, adoption, engagement, and ROI.
• Software/SaaS sales experience.
• Ability to challenge customers, take ownership, and lead conversations.
• Self-sufficient, problem-solving with an entrepreneurial and customer-first mindset.
• Tailor communication across different functions/levels, lead webinars, public speaking.
• Present technical/business solutions informatively.
• Collaborative, engage stakeholders, tackle issues.
• Experience improving customer treatment strategies, internal cross-functional alignment, and Customer Success business processes in a high-growth firm.
• Highly organized, manage multiple relationships, projects, actions, competing priorities.
• Bonus: Experience with Professional Services/Public Accounting customers, HR/ERP systems (SAP, Workday).

What you'll get Salary $95,000-$120,000, generous vacation allowance, healthcare, 401k, professional development budget, team events, volunteer opportunities, Innovation Week.

Working Details Full-time, remote in the New Jersey tri-state area (New York, New Jersey, Pennsylvania) or Austin, Texas to facilitate remote collaboration with the UK team and occasional in-person collaboration with the remote US team.

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