Role description
Enterprise Customer Success Manager - CDP or SaaS
CinchEnterprise Customer Success Manager – CDP / SaaS
Job Summary
Cinch is seeking a strategic, outcomes-driven
Enterprise Customer Success Manager
to own and grow a portfolio of high-value, multi-location and enterprise accounts. This role is responsible for driving measurable business outcomes, executive alignment, platform adoption, retention, and expansion within complex customer environments.
The Enterprise CSM partners closely with senior marketing, CRM, and operations leaders to operationalize omni-channel strategies through Cinch’s platform. This role requires strong commercial acumen, executive presence, technical fluency, and the ability to translate business strategy into scalable activation plans.
Key Responsibilities
Enterprise Account Ownership & Growth
- Own a portfolio of enterprise-level accounts with significant ARR responsibility.
- Develop and execute account plans aligned to customer business objectives, growth targets, and platform maturity.
- Drive Net Revenue Retention (NRR), expansion, and long-term contract renewals.
- Identify and lead upsell and cross-sell opportunities in partnership with Sales.
Executive & Strategic Partnership
- Serve as a trusted advisor to VP- and C-level stakeholders across Marketing, CRM, Operations, and IT.
- Lead Strategic Planning Sessions (SPSs) focused on performance, ROI, strategic roadmaps, and growth initiatives.
- Align platform capabilities to enterprise marketing, retention, and data strategies.
- Influence multi-year vision and adoption planning across distributed organizations.
Enterprise Program Leadership
- Guide customers in executing integrated, omni-channel campaigns (email, SMS, paid media, web, direct mail).
- Lead complex journey design and optimization initiatives tied to measurable outcomes (retention, LTV, frequency, ROAS).
- Coordinate cross-functional resources (Product, Engineering, Professional Services, Support) to ensure delivery excellence.
- Manage escalations, mitigate risk, and proactively address adoption gaps.
Data & Performance Accountability
- Monitor customer health, adoption, and impact metrics including NRR, GRR, usage trends, and engagement benchmarks.
- Translate platform analytics into strategic recommendations.
- Establish success metrics tied to customer KPIs (revenue lift, campaign performance, retention improvement).
- Deliver structured reporting to Customer Success leadership and executive stakeholders.
Voice of Customer & Strategic Influence
- Represent enterprise customer needs internally, influencing roadmap prioritization and product strategy.
- Partner with Marketing to develop enterprise case studies and reference programs.
- Identify scalable best practices across multi-location and franchise environments.
Qualifications
- Bachelor’s degree in Marketing, Business, Computer Science, or related field.
- 6–10+ years of experience in Customer Success, Enterprise Account Management, or Strategic Consulting within SaaS, CDP, CRM, or MarTech.
- Proven success managing large, complex enterprise accounts with significant ARR ownership.
- Demonstrated ability to drive expansion revenue and achieve retention targets.
- Strong executive communication skills and experience leading EBRs.
- Deep understanding of omni-channel marketing strategy and customer data platforms.
- High technical aptitude with the ability to navigate integrations, data architecture, and marketing automation systems.
- Strong commercial mindset with comfort owning revenue and growth targets.
Preferred Qualifications
- Experience working with multi-location, franchise, or distributed marketing organizations.
- Experience with HubSpot, CDPs, or enterprise marketing automation platforms.
- Experience collaborating with Product and Engineering on roadmap influence.
- Familiarity with data warehouses, APIs, and integration workflows.
What We’re Looking For
A strategic operator who can manage complexity, influence executive stakeholders, drive measurable revenue impact, and scale enterprise partnerships long term.
- If you are comfortable owning high-value relationships, navigating ambiguity, and turning strategy into measurable outcomes, we encourage you to apply.