[Hiring] Enterprise Customer Success Manager @Criteria Corp

Role Description

We are seeking an Enterprise Customer Success Manager to own and nurture relationships with our enterprise-sized customers. In this role, you will serve as a trusted advisor to C-suite executives and senior stakeholders, driving measurable business outcomes and ensuring long-term partnership success. You will manage a portfolio of enterprise accounts representing ~$2.5M in ARR. Must be bilingual English and Spanish speaker.

Responsibilities

• Account Ownership
  • Own the end-to-end customer relationship for a portfolio of 50-70 enterprise accounts.
  • Develop and execute account success plans aligned with each customer's business objectives and hiring outcomes.
  • Build and maintain relationships across customer organizations, from day-to-day users to HR and TA leadership.
  • Serve as the primary point of accountability for customer health, adoption, retention, and expansion.
• Business Value & Outcomes
  • Partner with customers to define success criteria and measurable outcomes tied to their use of Criteria's platform.
  • Conduct regular business reviews that articulate realized value, product utilization, and forward-looking priorities.
  • Translate usage data and product capabilities into clear business impact narratives.
  • Identify adoption gaps and coordinate resources to close them.
• Revenue Stewardship
  • Own gross revenue retention (GRR) and influence net revenue retention (NRR) for your portfolio.
  • Partner with Client Account Executives to identify and surface expansion opportunities.
  • Lead renewal strategy and execution, engaging early to flag risk and support on-time renewals.
  • Support business cases for additional product investment when expansion opportunities are identified.
• Cross-Functional Orchestration
  • Route support, implementation, and product inquiries to the right internal resource; keep the customer informed throughout.
  • Act as the voice of the customer internally, surfacing patterns that inform product and go-to-market decisions.
  • Collaborate with Account Management on account strategy for shared accounts.
• Risk Management
  • Proactively identify adoption barriers, sentiment shifts, and churn risk through data and relationship signals.
  • Develop and execute risk mitigation plans with clear timelines and ownership.
  • Maintain accurate renewal forecasting and account health documentation in ChurnZero and Salesforce.

Qualifications

• 3+ years in Enterprise Customer Success, Account Management, Management Consulting, or Sales at a B2B SaaS or technology company.
• Proven track record of 95%+ gross retention and net expansion in enterprise segments.
• Experience navigating complex, matrixed organizations with extended sales and renewal cycles.
• Financial fluency. Comfortable with P&L discussions, TCO, ROI, and building executive-level business cases.
• Demonstrated ability to build trusted advisor relationships with C-suite and VP-level executives.
• Exceptional communication and presentation skills with executive audiences.
• Strong analytical capabilities. Able to synthesize usage data, health scores, and business metrics into actionable insights.
• Experience developing and executing multi-year strategic account plans tied to measurable outcomes.
• Proficiency with CS platforms (ChurnZero), CRM (Salesforce), and BI tools.
• Familiarity with enterprise procurement, legal, and security review processes.

Requirements

• Base: $120,000
• Variable Compensation: $60,000
• OTE: $180,000