Manager, Enterprise Customer Success

The Role
We’re a small, highly collaborative team of passionate, top performers focused on delivering real impact for both our customers and our company. As the Manager of the Enterprise Customer Success team, you will lead a group of exceptional Customer Success Managers (CSMs) to drive customer satisfaction, adoption, and retention. You’ll develop and execute customer success strategies that align with DX’s growth objectives while ensuring customer outcomes are prioritized. You will also own a small portfolio of customers, ensuring you are driving high success rates which result in renewal and expansion

You’ll be responsible for driving customer success, including the renewal and growth of ARR (Annual Recurring Revenue) within this segment. Working closely with the Sr Manager of Enterprise Customer Success and VP of Customer Experience, you'll help shape a unified customer experience and create “unchurnable” customers.

Responsibilities

Key Responsibilities
Team leadership & development: Onboard and continuously develop your team of CSMs, helping them become subject matter experts on DX products and services. Provide coaching, feedback, and mentoring to ensure a superior customer experience and team success.

Drive customer outcomes: Empower your team to focus on customer outcomes while achieving quarterly and annual targets for net renewals, retention, and expansion.

Customer health & risk management: Proactively monitor customer health and implement risk mitigation strategies to ensure high renewal rates.

Upsell and expansion: Build relationships with key customers, uncover opportunities for expansion, and ensure that customer value is consistently delivered.

Cross-functional collaboration: Collaborate with Sales, Product, and other departments to enhance the customer experience and drive customer success.

Pay Ranges

In The United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:

Zone A: $146,880 - $191,760

Zone B: $132,192 - $172,584

Zone C: $121,910 - $159,161

About You
You consistently perform at a high level and are meticulous in your approach to customer success.

You thrive in high-pressure environments, owning your responsibilities and meeting deadlines.

You are quick to learn and articulate technical concepts clearly to both technical and non-technical stakeholders.

You have strong communication and relationship-building skills, able to influence at all levels of management.

You excel at managing teams, with a proven ability to mentor, coach, and motivate others toward achieving results.

You are a cross-functional collaborator, able to work closely with sales, product, and other teams to achieve common goals.