Elastic Path · 4 days ago
Senior Customer Success Manager
United States
Full-time
Remote
Mid, Senior Level
$102K/yr - $140K/yr
4+ years expElastic Path is passionate about bringing eCommerce visions to life, and they are seeking a Senior Customer Success Manager to serve as a strategic partner for enterprise customers. This role involves building relationships, driving product adoption, and ensuring customer satisfaction and growth throughout the customer lifecycle.
Developer APIsE-CommerceE-Commerce PlatformsSaaSSoftware
Responsibilities
Own the customer relationship, acting as a trusted advisor who manages satisfaction, retention, and growth across a portfolio of enterprise accounts
Own and execute complex enterprise renewals through stakeholder alignment, value articulation, and disciplined execution
Drive expansion by identifying early opportunities, building strategic plans, and leading the growth initiatives
Develop a deep understanding of each customer’s organizational structure, decision-making processes, and stakeholder influence
Develop success plans and lead executive business reviews (EBRs) focused on outcomes, impact, KPIs, adoption, and value
Proactively track customer health, risk, and success metrics, maintaining success plans, health scores, and CRM hygiene
Own customer escalations and proactively identify risks, driving mitigation for timely resolution
Serve as a strong internal advocate for customer priorities and requirements across supporting teams to drive adoption success and growth
Cultivate a community of highly engaged, referenceable enterprise customers
Represent the Customer Success organization in strategic, cross-functional initiatives
Contribute to the development and continuous improvement of scalable Customer Success processes, frameworks, and playbooks
Uphold Elastic Path’s security, compliance, and operational standards
Qualification
Required
4–6+ years of experience in Customer Success, Strategic Account Management, or a comparable customer-facing role supporting enterprise customers
Proven experience managing complex enterprise accounts with multiple stakeholder types, including executive-level decision-makers and influencers
Demonstrated success owning and executing enterprise renewals and expansion motions, including stakeholder alignment, negotiation, and timely execution
Experience managing a portfolio or book of business with a measurable track record of driving retention, growth, and customer outcomes
A strategic, customer advocacy mindset to identify risk early, diagnose root causes, and propose effective solutions
Proven ability to build trusted relationships, develop customer champions, and influence direction and decisions across organizations
Data-enabled approach to Customer Success, with experience leveraging metrics, analytics, and insights to drive action
Excellent communication, presentation, and writing skills, with the ability to clearly articulate value and outcomes
Demonstrated ability to operate effectively in a dynamic environment, with a strong bias toward learning, adaptability, and continuous improvement
Entrepreneurial mindset with comfort, taking ownership and exercising judgment
Benefits
Paid vacation and sick leave
Stock options
Full extended health
Dental and additional coverages
Annual stipends for your own professional development
Remote working
Work from Anywhere program
Company
Elastic Path
Elastic Path Software is the pioneer of composable commerce with the first API oriented e-commerce platform for the enterprise space.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$144.19MKey Investors
Sageview CapitalYaletown Partners
2022-12-07Series Unknown· $30M
2022-02-01Series Unknown· $60M
2018-06-19Series B· $32.38M
Leadership Team
Bryan House
Chief Executive Officer
Brenton Brown
Chief Financial Officer
Recent News
2025-11-19
Company data provided by crunchbase