Manager of Customer Success (Enterprise)
Superside is hiring a Manager of Enterprise Customer Success to lead a high-performing team of Customer Success Managers and oversee a portfolio of top-tier enterprise accounts. You’ll ensure customers realize the full value of Superside’s creative services, driving retention, renewals, and long-term growth. Reporting to the Director of Enterprise Customer Success, this role focuses on team development, operational excellence, and strategic execution within our Tier 3 Enterprise segment (1,000–5,000 employees).
What You'll Do
- Manage and coach a team of 4–5 Customer Success Managers (likely scaling to 7), fostering accountability, collaboration, and high performance.
- Translate segment and company goals into clear execution plans, ensuring consistent delivery of Customer Success best practices.
- Enable your team through active coaching, joint customer calls, shadow sessions, and run structured 1:1s to build skills and confidence.
- Drive performance management by setting expectations, delivering feedback, and supporting career development in partnership with People Success.
- Collaborate with Go-to-Market peers to oversee portfolio priorities and account health across the Enterprise segment.
- Build relationships with senior stakeholders in key accounts, joining QBRs, solutioning sessions, and executive meetings to ensure strategic alignment.
- Act as the primary escalation point for complex customer issues, partnering cross-functionally to drive swift resolution.
- Own financial and operational targets (NRR, churn, CSAT) and ensure consistent execution of the Enterprise customer lifecycle.
- Identify blockers to success and propose cross-functional solutions in collaboration with peers and leadership.
- Champion change management and operational improvements across the Enterprise CS organization.
What You'll Need to Succeed
- 10+ years of experience in marketing or creative enterprise account management, ideally within an agency environment.
- Ideally 2+ years of people management experience, managing a team..
- Proven track record of managing enterprise clients directly and through direct reports.
- Strategic, data-driven mindset with strong business and operational acumen.
- Customer-first approach and passion for building lasting, high-value partnerships.
- Excellent English verbal and written communication skills, great at presenting ideas, and an executive presence.
- Strong customer relationship-building skills with the ability to manage expectations and build trust.
- Understanding of how AI is reshaping marketing and creative work, paired with curiosity and willingness to learn.
- Located in the United States, with willingness to travel up to 15% for key customer engagements.
- Demonstrated ability in commercial activities (renewing and upselling contracts) and experience managing the full commercial customer lifecycle, not just project delivery.
Why join us
Superside's vision is to create more equal opportunities globally by accelerating the world’s transition to online work. With that in mind, we’ve built a natively remote company enabling us to attract the best talent no matter where they are.
Global Talent, Remote by Design
Join a global community spanning 60+ countries, where remote work isn’t just a perk, it’s how we deliver our best. At Superside, being remote means fully committing to our customers and collaborating seamlessly across time zones.
High Performance, Low Ego
Experience a fast-paced, high-energy environment with truth-seeking teammates. We foster trust, collaboration, and continuous learning to grow individually and together.
Impact Meets Opportunity
Join at the perfect moment: influence our product like a startup while enjoying the stability of a thriving scale-up. Your ideas are welcome—improve, innovate, and lead with us.
Growth, Mentorship, and Leadership
Advance your career through growing responsibility and mentorship. We're here to support your leadership journey while disrupting a global industry with massive potential.
Our commitment to your career
We give you the necessary tools and resources to take control of your development and unlock your full potential.
With continuous learning opportunities, constant mentoring and leadership development efforts, we strive to build high-performing teams that can grow alongside our company.
