[Remote] Enterprise Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Criteria Corp is seeking an Enterprise Customer Success Manager to own and nurture relationships with enterprise-sized customers. The role involves serving as a trusted advisor to C-suite executives, managing a portfolio of enterprise accounts, and driving measurable business outcomes to ensure long-term partnership success.ResponsibilitiesOwn the end-to-end customer relationship for a portfolio of 50-70 enterprise accountsDevelop and execute account success plans aligned with each customer's business objectives and hiring outcomesBuild and maintain relationships across customer organizations, from day-to-day users to HR and TA leadershipServe as the primary point of accountability for customer health, adoption, retention, and expansionPartner with customers to define success criteria and measurable outcomes tied to their use of Criteria's platformConduct regular business reviews that articulate realized value, product utilization, and forward-looking prioritiesTranslate usage data and product capabilities into clear business impact narrativesIdentify adoption gaps and coordinate resources to close themOwn gross revenue retention (GRR) and influence net revenue retention (NRR) for your portfolioPartner with Client Account Executives to identify and surface expansion opportunitiesLead renewal strategy and execution, engaging early to flag risk and support on-time renewalsSupport business cases for additional product investment when expansion opportunities are identifiedRoute support, implementation, and product inquiries to the right internal resource; keep the customer informed throughoutAct as the voice of the customer internally, surfacing patterns that inform product and go-to-market decisionsCollaborate with Account Management on account strategy for shared accountsProactively identify adoption barriers, sentiment shifts, and churn risk through data and relationship signalsDevelop and execute risk mitigation plans with clear timelines and ownershipMaintain accurate renewal forecasting and account health documentation in ChurnZero and SalesforceSkills3+ years in Enterprise Customer Success, Account Management, Management Consulting, or Sales at a B2B SaaS or technology companyProven track record of 95%+ gross retention and net expansion in enterprise segmentsExperience navigating complex, matrixed organizations with extended sales and renewal cyclesFinancial fluency. Comfortable with P&L discussions, TCO, ROI, and building executive-level business casesDemonstrated ability to build trusted advisor relationships with C-suite and VP-level executivesExceptional communication and presentation skills with executive audiencesStrong analytical capabilities. Able to synthesize usage data, health scores, and business metrics into actionable insightsExperience developing and executing multi-year strategic account plans tied to measurable outcomesProficiency with CS platforms (ChurnZero), CRM (Salesforce), and BI toolsFamiliarity with enterprise procurement, legal, and security review processesCompany OverviewCriteria is a talent success company that helps organizations make more objective, evidence-based talent decisions that both reduce bias and drive outcomes. It was founded in 2006, and is headquartered in West Hollywood, California, USA, with a workforce of 51-200 employees. Its website is http://www.criteriacorp.com.