[Hiring] Manager, Enterprise Client Success @Dynatron

Role Description

We’re looking for a strategic, data-driven Manager, Enterprise Client Success to lead the team responsible for Dynatron’s most complex and high-value customer relationships. This is a high-impact leadership role with direct ownership of Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) across the enterprise segment. You’ll build and execute the strategy for how we engage, retain, grow, and create measurable value for large, multi-stakeholder customers while developing a high-performing Enterprise Client Success team.

The ideal candidate combines sophisticated enterprise account management with strong operational discipline. You understand that exceptional client success requires more than strong relationships. It requires a deep understanding of customer objectives, product adoption, account health, business outcomes, and risk. You use data to anticipate problems before they become escalations, identify opportunities for expansion, and ensure our most strategic customers continuously realize value from their partnership with Dynatron.

This is an opportunity for a leader who can balance high-touch client partnership with scalable execution and wants meaningful ownership of both customer outcomes and commercial results.

What You’ll Do

• Own GRR and NRR performance across Dynatron’s enterprise customer portfolio.
• Develop and execute strategies that increase retention, product adoption, customer value, and expansion.
• Establish clear account health, risk, adoption, and engagement indicators to proactively identify opportunities and challenges.
• Build disciplined renewal and retention forecasting processes that provide visibility into customer health and revenue risk.
• Partner with Sales and other GTM leaders to identify and execute expansion opportunities within existing enterprise accounts.
• Define and continuously improve Dynatron’s enterprise customer success model, including segmentation, engagement strategy, account planning, executive relationships, and service expectations.
• Design scalable, repeatable processes across the enterprise customer lifecycle—from onboarding and implementation through adoption, value realization, renewal, and expansion.
• Balance high-touch engagement with operational efficiency to ensure resources are aligned to customer value and business impact.
• Establish clear success plans and measurable outcomes for strategic accounts.
• Ensure Dynatron develops deep, trusted relationships across multiple levels of our enterprise customers, including executive stakeholders.
• Guide the team through complex customer challenges, escalations, renewals, and expansion conversations.
• Help translate customer goals into actionable strategies that demonstrate measurable business value.
• Build executive-level engagement strategies that strengthen relationships beyond individual users or champions.
• Lead, coach, and develop Enterprise Client Success professionals responsible for complex, high-value customer relationships.
• Establish clear expectations, performance standards, and accountability across the team.
• Coach team members on strategic account management, executive communication, commercial conversations, and customer risk management.
• Build a culture of proactive ownership, preparation, curiosity, and continuous improvement.
• Define and monitor KPIs across enterprise customer health, adoption, engagement, retention, expansion, and time-to-value.
• Develop dashboards and reporting that provide meaningful visibility into portfolio performance and emerging risk.
• Use product utilization, customer engagement, financial, and operational data to guide account strategy and prioritization.
• Optimize Client Success technology, CRM workflows, account health models, and reporting to improve visibility and team effectiveness.
• Establish consistent documentation, account planning, and forecasting practices across the enterprise portfolio.
• Identify opportunities to automate or streamline repetitive processes without sacrificing the high-touch experience expected by enterprise customers.
• Build strong partnerships across Sales, Product, Marketing, Finance, Operations, and other customer-facing teams.
• Ensure customer feedback and emerging needs are communicated effectively to Product and business leadership.
• Partner with Sales on expansion strategy and customer transitions while maintaining clear ownership throughout the customer lifecycle.
• Work with GTM Enablement to strengthen tools, training, and best practices for the Enterprise Client Success organization.

Qualifications

• 8+ years of experience in Customer Success, Enterprise Account Management, Strategic Accounts, or a related customer-facing function, ideally within a high-growth B2B SaaS environment.
• Significant experience managing large, complex enterprise customers with meaningful ARR and multiple stakeholders.
• Strong understanding of SaaS customer lifecycle management, adoption, retention, renewal, and expansion.
• Demonstrated success improving GRR, NRR, customer health, and other key retention metrics.

Requirements

• 3+ years of experience directly leading and developing customer-facing teams.
• Proven ability to establish high performance standards and hold teams accountable for measurable outcomes.
• Strong coaching skills with a track record of developing strategic, commercially minded Client Success professionals.
• Ability to balance team development with rigorous execution and performance management.
• Strong business acumen with an understanding of how Client Success contributes directly to revenue retention and growth.
• Experience developing account strategies that connect customer outcomes to retention and expansion.
• Comfortable navigating sophisticated renewals, commercial conversations, and complex stakeholder environments.
• Strong analytical mindset with demonstrated experience using customer data to drive strategy and decision-making.
• Experience developing account health frameworks, executive dashboards, retention forecasts, and customer success KPIs.
• Hands-on experience with CRM and Customer Success platforms such as Salesforce, Gainsight, ChurnZero, or similar technologies.
• Exceptional communication and presentation skills with the ability to build credibility with C-level customer stakeholders.
• Proven ability to navigate difficult customer conversations and complex escalations with confidence and professionalism.
• Strong cross-functional partnership skills and the ability to influence without relying on authority.
• Thoughtful, proactive leadership style with a high degree of ownership and accountability.

Benefits

• Base Salary: $120,000 - $140,000/yr
• Variable Compensation: $40,000 - $50,000/yr
• Comprehensive health, dental, and vision insurance
• Equity participation through Dynatron’s Equity Incentive Plan
• 401(k) with competitive company match
• Flexible vacation policy and 11 paid holidays
• Employer-paid short- and long-term disability and life insurance
• Home office setup support
• Remote-first working environment
• Ongoing professional development opportunities