Customer Success Manager

Enterprise Customer Success Manager

We're looking for a proactive, customer-obsessed Enterprise Customer Success Manager to support and grow relationships with our Enterprise customers. In this role, you'll work closely with product-minded leaders at top tech companies like Netflix, Coinbase, and Chime—helping them succeed with our product while surfacing valuable insights to improve our offerings. You'll be a trusted partner to our customers, focused on delivering value, driving adoption, and ensuring satisfaction throughout their journey.

This is a unique opportunity to join a high-growth company during a pivotal moment and grow your career as we scale new capabilities and deepen customer impact. You'll report to the founding Enterprise Account Executive and collaborate closely with Sales, Product, and Marketing to create a seamless customer experience.

Own enterprise relationships - Lead high-touch engagement with key accounts, serving as a trusted advisor to senior leaders. Develop and implement engagement strategies: You'll create and execute proactive communication plans, host onboarding and activation, and develop resources to drive product adoption and demonstrate value. Monitor customer health: You'll track key metrics (like product usage, satisfaction, and overall sentiment) to identify risks and opportunities, taking proactive steps to ensure customer retention. Become a product expert: You'll develop a deep understanding of our product and its capabilities to guide customers toward their desired outcomes. Be the voice of the customer: You will act as a critical feedback loop between our customers and our product, engineering, and marketing teams, directly influencing our product roadmap. Build scalable processes using automation and AI: You will have the unique opportunity to build the systems, playbooks, and best practices that will serve as the foundation for the team. Identify expansion and cross-sell opportunities: Help us identify where to sell more of existing and new product offerings.

Skills & Experience We're Looking For: 5+ years in a customer-facing role, ideally in a fast-paced startup environment. Experience managing Enterprise accounts in a CSM or consultative role. Proven ability to build trust with senior leaders and understand their goals and challenges. Strong prioritization and organizational skills - you know how to manage time across many accounts. An excellent communicator: You can articulate complex ideas clearly and concisely, both verbally and in writing. Data-driven approach; familiarity with CRM tools is a strong plus. A self-starter who thrives on autonomy and takes initiative. Comfortable collaborating cross-functionally and influencing without authority. Motivated by growth - yours, your team's, and your customers'. Track record of driving KPIs like gross/net dollar retention and customer expansion.

Benefits: Remote-first & Flexible - Everyone does their best work in different environments. We operate as a distributed-first team and offer financial support that enables you to create the schedule and environment that fits to you. We also ask that every employee block off 2-3 hours of daily "deep work," ensuring that you always have uninterrupted time and can keep a schedule that enables you to do your best work. Top-tier Healthcare - Medical - Choice of PPO 500, PPO 250, or HDHP 3300 with a max coverage of 100% of premiums for employees and 70% for dependents. Dental & Vision - 99% of premiums for employees, and up to 70% for dependents. Health Savings Account - For those that choose to enroll in the HDHP, includes semi-monthly company paid contributions. Competitive Compensation - Salary + equity package aligned with top-tier tech companies. 401(k) - We offer the opportunity for you to contribute to a 401k directly from your paycheck. Flexible PTO - Having plentiful "off the grid" time is a key to doing your best work. We offer flexible PTO. Take time when you need it. Everyone must take at least 10 days per year, and we highly encourage more. …and much more

Compensation: We have built a data-driven compensation philosophy at Reforge, with the intent of enabling all employees to do their best work. When setting compensation for each role, we use bands that include a target salary; on occasion we will extend an offer above or below the target if the skills presented in the interview process show spikes or peaks—but this is rare, and the highest likelihood is that your offer will be at target. The target salary for this role is $95,000, with $40,000 in variable compensation for a total OTE of $135,000. Equity is also included and will be discussed during the interview process. We do not negotiate offers because our compensation philosophy is based on equitability and intentional placement within the market.

Our Commitment to Diversity, Equity, and Inclusion: At Reforge, we believe that diverse teams build better products - and a better future. We believe amazing talent comes from all kinds of life journeys and experiences. If you're excited about this role but don't meet every single qualification listed, we still encourage you to apply.