Careers at Criteria

Manager, Enterprise Customer Success

Are you an experienced Manager, Enterprise Customer Success looking to be part of a high-growth phase business? Do you thrive on growing a strategic enterprise customer success team and empowering others to achieve success? Here at Criteria, we are looking for a strong Manager, Enterprise Customer Success who shares our values in fostering diversity, equity and inclusion, is driven to succeed and wants to help shape a scaling business. If you love the idea of joining a company in rapid high-growth mode and can effectively iterate and evolve to support our ambitions, we'd love to hear from you! 

As Manager, Enterprise Customer Success, you will own the Enterprise business and lead a diverse and talented team of CSMs. You will report to the Director of Customer Success, who will own the overall adoption, impact, and success of our Strategic and Enterprise customers owned by our CSMs.  

The Manager of the Enterprise Customer Success team is a highly driven, results-oriented, and collaborative leader who will both drive excellence in execution while building the foundation for growth for Criteria customers. 

As Manager, Enterprise Customer Success you will: 

  • Directly manage a remotely-distributed team of CSMs responsible for adoption, retention, growth, and customer advocacy of our enterprise and strategic customer segments 

  • Engage deeply with our customers and build relationships with key customer stakeholders to strengthen the Criteria partnership 

  • Identify and make recommendations for improvement in the areas of process, efficiency, and productivity 

  • Coach and mentor team to navigate relationship management, increase customer adoption, prioritization challenges, build executive relationships, develop playbooks for each strategic account, and provide necessary training and enablement for CSM 

  • Hire and develop a strong, diverse, high performing team of Customer Success Managers (CSMs) to enhance your team’s core strengths and support enterprise customers 

  • Work with CS leadership team and cross-functional leaders (Product, Sales, Marketing, Operations etc) to drive success for our customers 

  • Identify customer trends, successes, and challenges to leadership and present a point of view on how to innovate how we deliver success and services. 

  • Translate business objectives into an execution strategy and successfully execute to achieve key team success metrics including net retention, adoption, and engagement goals 

You'll be a great addition to the team if you have: 

  • 6+ years of Customer Success, Sales, Services or Consulting experience, preferably within Enterprise SaaS company during rapid growth phase.  

  • 4+ years of direct management experience, managing an Enterprise team, and a track record of achieving results and building high-performing teams 

  • Familiarity and experience with MEDDIC sales methodology 

  • Ability to excel in a high-growth company that requires rapid iteration and constant evolution to support our ambitions 

  • Experience in building executive level customer relationships with enterprise customers 

  • Excellent written and verbal communication skills. Demonstrated ability to present to diverse audiences and effectively communicate with internal stakeholders 

  • Detailed and results oriented, excellent organization, project management, and time management skills 

  • Experience using usage, data, and results to demonstrate value   

  • Excellent people management skills; high empathy and consideration for team morale 

  • Experience building and scaling world-class teams; experience hiring, onboarding and training 

  • Once standard business protocol resumes, flexibility for occasional travel as required