Manager, Enterprise Customer Success

Summary

Join Articulate as a Manager, Enterprise Customer Success and lead a high-performing team of Enterprise Customer Success Managers (CSMs). You will oversee the development and execution of customer success strategies, driving adoption, retention, and expansion. Responsibilities include managing the customer lifecycle, supporting your team in maintaining strong relationships, owning enterprise renewals, identifying CSQLs, and collaborating with sales. You will also hire, manage, coach, and develop your team, fostering a collaborative culture. This role requires strong leadership, communication, and cross-functional collaboration skills. The position offers a competitive salary and a robust benefits package. The role is US-based and can be performed remotely.

Requirements

• 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

Responsibilities

• 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

Benefits

• $122,600 - $183,800 a year
• This position is also bonus eligible
• This position is eligible for Articulate’s robust suite of benefits which are detailed here
• This is a US-based role and can be performed remotely from anywhere within the United States