[Hiring] Enterprise Customer Success Manager @Sedna

Role Description

The Enterprise Customer Success Manager owns Sedna's most commercially significant customer relationships. This is a senior, largely autonomous role for someone who is equally comfortable running an executive-level conversation and building the account infrastructure, success plans, health monitoring, renewal strategy, that makes that conversation credible.

• Owns a named portfolio of Premier and Strategic accounts globally.
• Co-owns renewals and expansion commercially with the AE.
• Owns the customer relationship, account health, success plan execution.
• Operates independently with minimal management oversight.
• Directly shapes retention and growth outcomes on Sedna's highest-value accounts.
• Sets the standard for account management practice across the CS function.

Key Responsibilities

• Account Ownership:
  • Own a named portfolio of Premier and Strategic accounts.
  • Build and maintain executive-level relationships.
  • Produce and execute success plans tied to customer outcomes.
  • Run QBRs with commercial framing.
  • Maintain deep product knowledge across Sedna Email, Prefix, and VMS.
• Retention and Renewal:
  • Monitor account health continuously and act on risk signals.
  • Co-own the renewal conversation with the AE.
  • Escalate renewal risk early, with a clear view of what is driving it.
• Growth and Expansion:
  • Identify and progress expansion opportunities in collaboration with the AE.
  • Bring the Head of Customer Success into complex or large deals at the right moment.
• Cross-functional Coordination:
  • Coordinate training delivery through Education.
  • Work with the Programme Manager for smooth onboarding of new accounts.
  • Provide context to Education Specialists before training sessions.
  • Partner with Support and Product to close feedback loops.

Qualifications

• Significant experience managing complex, high-value B2B accounts at a senior level.
• Strong executive presence and ability to hold relationships through difficult conversations.
• Background in shipping, maritime operations, or global trade preferred.
• Commercially fluent: able to read renewal situations and act with urgency.
• Clear, structured communicator in writing and in person.
• Familiarity with Salesforce or equivalent CRM; experience with Mixpanel or Snowflake is an advantage.

What Success Looks Like

• A portfolio where no renewal, escalation, or expansion conversation comes as a surprise.
• Executive relationships on Premier accounts that are strong and genuinely useful.
• Net Revenue Retention at or above target.
• Expansion pipeline contribution in partnership with Sales.
• Customer insights flowing consistently into QBRs and internal planning.

Directional KPIs

• Net Revenue Retention on portfolio.
• Logo retention rate on portfolio.
• Expansion ARR generated.
• Renewal on-time rate.
• QBR completion rate against plan.
• Time to escalation on at-risk accounts.
• Executive relationship health, assessed quarterly by Head of Customer Success.
• Training coordination rate: proportion of accounts receiving at least one Education touchpoint per quarter.

Our Values

• Stay Ahead, Stay Agile: Anticipate change and act with confidence.
• Execute With Focus: Turn strategy into action, delivering measurable results.
• Work Together, Win Together: Collaboration is our superpower; we succeed as one team.