Sr. Customer Success Manager, Enterprise (TOLA)

About the Role

As a Senior Customer Success Manager, you will independently manage strategic customer relationships and ensure long-term value realization across a portfolio of mid-market and enterprise accounts. You will lead success planning, drive adoption and engagement, and mitigate risk while collaborating cross-functionally with Product, Engineering, Sales, and Support. Your work will have a direct impact on retention, satisfaction, and account growth, and you’ll contribute insights to help evolve customer and internal processes.

Who you are

• Confident operating independently, navigating strategic accounts, and aligning customer needs with organizational goals

• Comfortable managing technical and strategic issues, leveraging internal partnerships to drive outcomes

• Effective communicator with the ability to present complex ideas clearly across a range of audiences

• Adaptable and proactive in dynamic, fast-paced environments with a continuous improvement mindset

What you will do

• Manage strategic customer relationships post-sale, focusing on adoption, retention, and value delivery with minimal oversight

• Deliver outcome-oriented QBRs/EBRs and lead success planning to align customer goals with platform capabilities

• Drive platform adoption and feature engagement through best practices, enablement, and education on roadmap developments

• Monitor account health using data-driven insights; proactively identify risks and lead coordinated mitigation efforts

• Resolve complex escalations with timely, clear communication and a focus on long-term customer trust and satisfaction

• Collaborate with Sales, Engineering, and Support to influence renewal and expansion outcomes

• Represent the customer voice internally, providing structured feedback to Product and other teams

• Support knowledge sharing and contribute to internal process devel

Department: CSM & Renewals