Enterprise Customer Success Manager

We are seeking an Enterprise Customer Success Manager to own and nurture relationships with our enterprise-sized customers. In this role, you will serve as a trusted advisor to C-suite executives and senior stakeholders, driving measurable business outcomes and ensuring long-term partnership success. You will manage a portfolio of enterprise accounts representing ~$2.5M in ARR. Responsibilities Account Ownership Own the end-to-end customer relationship for a portfolio of 50-70 enterprise accounts Develop and execute account success plans aligned with each customer's business objectives and hiring outcomes Build and maintain relationships across customer organizations, from day-to-day users to HR and TA leadership Serve as the primary point of accountability for customer health, adoption, retention, and expansion Business Value & Outcomes Partner with customers to define success criteria and measurable outcomes tied to their use of Criteria 's platform Conduct regular business reviews that articulate realized value, product utilization, and forward-looking priorities Translate usage data and product capabilities into clear business impact narratives Identify adoption gaps and coordinate resources to close them Revenue Stewardship Own gross revenue retention (GRR) and influence net revenue retention (NRR) for your portfolio Partner with Client Account Executives to identify and surface expansion opportunities Lead renewal strategy and execution, engaging early to flag risk