Lead Customer Success Manager - West

Responsibilities

• Drive Strategic Account Value & Retention: Accountable for net retention, customer health, and long-term strategic alignment across a portfolio of complex enterprise accounts.
• Partner with Sales for Account Growth: Work side-by-side with Account Executives/Strategic Account Managers to identify expansion vectors, co-develop account plans, and position new capabilities that directly support the customer's technical roadmap.
• Integrate with Technical Counterparts
• Partner closely with Forward-Deployed Engineers (FDEs) and technical leads to ensure technical delivery aligns directly with the client's business outcomes, removing friction and accelerating time-to-value.
• Operate as an Independent Bar-Raiser: Proactively build scalable Customer Success playbooks, elevate executive engagement standards, and operate with extreme ownership without needing step-by-step guidance.
• Cultivate C-Suite & Technical Sponsorship
• Build multi-threaded relationships across business and technology functions (CIO, CISO, CTO, VPs of Engineering, Product Leads) to ensure continuous alignment with top corporate initiatives.
• Drive Business Outcomes & QBRs: Shift client conversations from product usage to business impact, leading executive business reviews (EBRs/QBRs) that demonstrate clear ROI and anchor the account for long-term growth.
• Month 3: Fully onboarded, account health assessments completed, and tight alignment established with assigned Sales AEs and FDE teams on key accounts.
• Month 6: Value-realization frameworks and executive cadence active across all accounts, with clear expansion pipelines co-developed alongside Sales.

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