Customer Success Manager - Enterprise SaaS (0-2 yrs)

Customer Success Manager, Enterprise SaaS

Role Overview:

We are looking for an experienced Customer Success Manager to lead our enterprise customer success strategy. You will build strong relationships with senior leaders, optimize customer ROI, and ensure smooth end-to-end customer journeys. Your role will involve creating scalable playbooks, managing customer feedback, and driving growth within our enterprise accounts.

What You Will Do:

Customer Success Playbooks & Content:

- Develop and execute customer success playbooks to drive adoption, value, and ROI.

- Create digital content (guides, videos, webinars) to support users and scale success.

End-to-End Customer Journey Management:

- Own the full customer lifecycle - onboarding, adoption, expansion, and retention.

- Collaborate cross-functionally to deliver seamless experiences and measurable outcomes.

- Serve as the primary point of contact and "face of Greenstitch" for enterprise customers.

Customer Growth & Expansion:

- Partner with customers to identify growth opportunities, upsells, and cross-sells.

- Develop strategies to expand accounts within large enterprises, driving long-term value.

Metrics & Feedback:

- Define and track key customer success metrics, such as adoption rates, retention, and NPS.

- Manage and triage customer feedback, proactively resolving challenges and driving solutions.

- Advocate for customer needs and provide insights to the product and engineering teams.

Storytelling & Relationship Building:

- Share customer success stories, case studies, and use cases to demonstrate ROI and impact.

- Cultivate champion users who drive product adoption across their organizations.

What You Bring:

Experience and Expertise:

- 2-5 years of experience in a top-tier enterprise SaaS company.

- 2+ years of experience collaborating with senior leadership in large enterprises.

- Proven track record of building scalable playbooks and digital content to drive user success.

Customer Success Mastery:

- Strong understanding of customer success frameworks, playbooks, and metrics.

- Proven ability to maximize customer ROI and tailor solutions to client needs.

- Expertise in expanding enterprise accounts and driving end-to-end success.

Problem-Solving & Attitude:

- A customer-centric problem solver who thrives in solving complex challenges.

- Confidence to challenge conventions and operate independently with minimal oversight.

Personal Qualities:

- Passion for making a positive global impact, particularly in climate-tech and sustainability.

- A self-sufficient learner who takes initiative and embraces challenges.

- Ability to balance technical knowledge with empathy and strong relationship-building skills.

What You Will Get:

- Opportunity to learn, grow, and lead in a mission-driven startup environment.

- Interface with industry leaders and contribute to the next wave of digital transformation in sustainability and ESG.

- Collaborate with a team of experts in climate-tech, supply chain, and enterprise software.

- Competitive compensation and meaningful equity ownership.

- Industry-leading healthcare benefits to support your well-being.

- Quarterly on-sites with the full company to collaborate, align, and bond as a team.