About this role
Job title: Enterprise Customer Success Manager
About the Role Enterprise Customer Success Manager for Probook, responsible for managing the highest-ACV accounts post-deployment through renewal and expansion. You drive outcomes such as GRR, NRR, and expansion, owning the post-launch relationship and revenue retention across cross-functional teams.
What You'll Do
- Manage a portfolio of Probook's largest and most strategic accounts, owning GRR, NRR, and expansion targets from Go-Live through renewal.
- Drive renewals and expansion in every executive-level conversation; monitor health scores and flag churn risk early.
- Build airtight business cases for expansion opportunities; confidently pursue renewals and upsells in same discussions.
- Lead post-launch activities including Go-Live, health checks, QBRs, escalation management, and expansion plays.
- Collaborate cross-functionally with Deployment, Product, and Leadership to surface feedback, resolve blockers, and address product gaps affecting retention.
- Manage multi-stakeholder accounts (3+ decision-makers) and communicate clearly with executives and operators.
- Own overall customer outcomes with a proactive, low-ego, high-output mindset.
What We're Looking For
- 5-7+ years in B2B SaaS Customer Success with a 3M+ book of business; NYC-based.
- Demonstrated ownership of enterprise/strategic accounts (10-30 clients max); startup experience required unless you have built 0-1 playbooks (Series A–D).
- Experience owning multi-stakeholder accounts with 3+ decision-makers or business units.
- Vertical SaaS OR field operations software OR home services experience is a plus but not required.
- Strong operator mindset; ability to run your book like a business; track health scores; deliver outcomes.
- Commercially sharp; comfortable asking for renewal and upsell in the same conversation.
- Excellent communication with executives, operators, and economic buyers; direct, concise.
- Low ego, high output; willing to do whatever it takes.
Nice to Have
- Vertical SaaS or field operations software or home services industry experience (optional).
Compensation & Benefits
- Equity: Meaningful early-stage equity
- Base Salary: $160,000 - $200,000
- Health: Comprehensive medical, dental, and vision
- Perks: $500 monthly Ramp card for commuting, meals, gym, etc. (plus $25 in nightly meal delivery credit) and really good office snacks
- Access: Direct access to world-class investors and advisors