Customer Success Lead managing strategic customer accounts for Vitesse, the insurance payments platform. Overseeing team performance and operational strategies to drive customer success.
OB
Hybrid Enterprise Customer Success Manager
Posted last week
About the role
- Enterprise Customer Success Manager handling strategic accounts for AgentSync's Compliance as a Service solution. Owning customer relationships and driving measurable outcomes with executive-level engagement.
Responsibilities
- Own and command the full customer lifecycle for @ 30 of AgentSync’s most strategic accounts, driving measurable value, adoption, and expansion.
- Cultivate deep, trusted, and transparent relationships across all levels of the customer’s organization—from end-users and champions to C-suite decision-makers.
- Lead quarterly business reviews and executive conversations that tie product adoption to business impact.
- Confidently manage escalations, serving as the first point of resolution and diffusing risk with minimal management support.
- Drive internal accountability, ensuring cross-functional teams deliver on commitments with urgency and clarity.
- Proactive and anticipatory mindset.
- A 'plan' vs. 'react' approach - takes pride in documenting and collaborating on customer engagement plans that serve as the backbone for our partnerships.
- Grow your insurance and compliance expertise to provide credible, strategic guidance on process improvements powered by AgentSync.
- Be an expert AgentSync’s full suite of products, advising on best practices and use cases.
- Influence product, engineering, sales, and marketing by championing the voice of the customer and identifying opportunities to improve our product and customer experience.
- Contribute to the foundations of a world-class Customer Success function by creating and iterating on best practices, tools, and playbooks.
- Travel to meet with customers and conduct onsite executive business reviews.
Requirements
- 10+ years of enterprise B2B SaaS experience in Customer Success, Account Management, Sales, or Consulting.
- 5+ years managing top-tier enterprise/strategic accounts—your company’s largest and most complex customers.
- Proven ability to navigate executive-level conversations with VP+ stakeholders in industries like insurance, financial services, compliance, or legal.
- Track record of successfully managing escalations and leading difficult conversations with both customers and internal teams.
- Strong ownership mentality—you take full responsibility for outcomes and hold customers and internal teams accountable.
- Natural influencer who can drive cross-functional alignment without formal authority.
- Exceptional communicator: skilled at simplifying complex solutions for customers and articulating customer needs to internal stakeholders.
- Problem-solver with high EQ: equally comfortable rolling up your sleeves in the details or zooming out to align on strategic goals.
- Proactive, resourceful, and resilient—able to thrive in ambiguity while consistently delivering results.
- Salesforce experience is a plus.
Benefits
- Medical - Cigna plans with 100% employer paid premiums on 2 plan options
- Dental - 100% paid premium plan for you and your dependents
- Vision - 100% paid premium plan for you and your dependents
- Employee Assistance Plan
- 401(k) retirement savings plan
- HSA employer contributions
- Flexible PTO
- 12 paid holidays per year
- 12 weeks parental leave w/generous return to work stipend
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