Enterprise Customer Success Manager

Résumé du poste

You will own the post-sale commercial relationship for enterprise and public-sector accounts, guiding customers from implementation through adoption and renewal. This involves coordinating across internal teams to ensure program success, managing escalations, and identifying expansion opportunities.

Détails du poste

ABOUT TURE Ture helps employers and public-sector organizations deliver measurable career-transition and workforce-development programs. Our platform supports complex programs involving administrators, participants, career practitioners, service providers, and hiring organizations. We combine powerful automation with strict privacy boundaries so organizations can understand program outcomes without accessing a participant’s private career activity. THE ROLE We are looking for an Enterprise Customer Success Manager to help our largest customers successfully launch, operate, and expand their Ture programs. You will own the post-sale commercial relationship for enterprise and public-sector accounts. You will guide customers from implementation through adoption, value realization, renewal, and expansion. This is a consultative role requiring strong program management, executive communication, product fluency, and customer judgment. You will often coordinate across HR, IT, procurement, privacy, security, program operations, and executive stakeholders. WHAT YOU’LL DO * Own a portfolio of enterprise and public-sector customer relationships. * Lead customer onboarding, program design, launch planning, adoption, and ongoing optimization. * Develop success plans tied to customer objectives and measurable outcomes. * Establish strong relationships with executive sponsors, program owners, administrators, and operational users. * Conduct regular check-ins, program reviews, and executive business reviews. * Monitor adoption, engagement, risks, outcomes, and account health. * Identify and resolve barriers to customer value. * Coordinate internal product, engineering, support, security, and commercial resources. * Manage escalations with urgency, empathy, and clear communication. * Lead renewal preparation and identify appropriate expansion opportunities. * Capture customer feedback and translate it into actionable product insight. * Develop repeatable onboarding, enablement, and customer-success practices. * Help customers communicate program value internally. WHAT YOU’LL BRING * 5+ years of customer success, enterprise account management, implementation, consulting, or program-management experience. * Experience managing complex B2B SaaS customers. * Strong executive communication and stakeholder-management skills. * Ability to lead multi-stream implementations with clear plans, owners, risks, and milestones. * Comfort interpreting adoption and outcome data. * Commercial awareness and experience supporting renewals or expansion. * Excellent written communication, organization, and follow-through. * Ability to understand technical and operational requirements without losing sight of customer outcomes. NICE TO HAVE * Experience with HR, workforce, benefits, recruiting, government, or learning technology. * Experience working with HRIS, identity, API, or data integrations. * Experience serving public-sector or highly regulated customers. * Familiarity with change management and enterprise program launches. * Experience working in an early-stage software company. WHAT SUCCESS LOOKS LIKE Within your first six months, you will have: * Built trusted relationships across your customer portfolio. * Established repeatable onboarding and success-planning practices. * Improved visibility into customer health, risks, and outcomes. * Helped customers launch and operate successful Ture programs. * Created a strong foundation for retention, references, and expansion.

Ce que vous ferez

You will own the post-sale commercial relationship for enterprise and public-sector accounts, guiding customers from implementation through adoption and renewal. This involves coordinating across internal teams to ensure program success, managing escalations, and identifying expansion opportunities.

Exigences

Candidates must have 5+ years of experience in customer success, account management, or consulting, specifically within complex B2B SaaS environments. Strong executive communication skills and the ability to lead multi-stream implementations are essential for this role.

Compétences indiquées

• Change Management · Souhaitée
• Analyse de données · Souhaitée
• Gestion de projet · Souhaitée
• Stakeholder Management · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer Success
• Enterprise Account Management
• Program Management
• Stakeholder Management
• Executive Communication
• SaaS
• Implementation
• Change Management
• Data Analysis
• Consulting
• Relationship Management
• Product Fluency
• Strategic Planning
• Project Management
• Public Sector Engagement
• Empathy
• Customer Success Management
• Program Design
• Value Realization
• Follow Through
• Client Onboarding
• Planning
• Account Management
• Application Programming Interface (API)
• Automation
• Business To Business
• Customer Service
• Software As A Service (SaaS)
• Communication
• Procurement
• Human Resources Information System (HRIS)
• Sales
• Milestones (Project Management)
• Operations
• Product Engineering
• Workforce Development
• Writing

Domaines d’emploi

• Customer Service & Support
• Management & Leadership
• Software
• Consulting
• Government & Public Sector
• Enterprise Customer Success Manager
• Customer Success Manager
• Sales and Marketing Managers
• First-Line Supervisors of Office and Administrative Support Workers