What you'll do

• Lead and manage a team of enterprise Customer Success Managers at scale, fostering a culture of ownership, collaboration, and continuous learning
• Own Net Revenue Retention (NRR) and Gross Retention Rate (GRR) in partnership with the sales team - track trends, spot and report risks, and drive proactive management
• Design and refine scalable processes and playbooks that streamline onboarding, training, quarterly reviews, escalations, and renewals
• Act as the customer advocate, voice their needs internally, connect them with the right experts and resources, and ensure ongoing continuity across the business
• Develop and deliver training programs, self-service resources, and best-practice guides that empower customers to succeed
• Use data (SLAs, response times, and other customer health metrics) to drive decision making, celebrate team successes, and tackle difficult conversations head-on
• Serve as the escalation point of contact, owning outcomes proactively and preventatively through hands-on support and coaching to Customer Success Managers

Qualifications

• 5+ years in enterprise SaaS customer success or support leadership, including 2+ years building and scaling teams in an early-stage environment
• Proven track record of meeting or exceeding NRR and GRR targets through proactive coaching, customer engagement, and targeted interventions to foster strong relationships and drive retention
• Strong analytical and problem-solving skills; comfortable turning metrics into action plans
• Excellent communication and relationship-building skills, with the ability to influence at all levels
• Experience with Front (or similar), Asana (or similar), and Salesforce; familiarity with customer success platforms (e.g., Gainsight, Totango) a plus

Why You’ll Love Working Here

• Impact: Own a mission-critical role that shapes our customers’ success and our company’s growth
• Growth: Seize opportunity and accelerate your career by solving challenging problems in a high-growth startup environment
• Flexibility: Work from anywhere in the U.S. with a stipend for your home office setup
• Rewards: Competitive salary, equity, 401(k) match, and comprehensive benefits
• Support: Paid parental leave, ongoing career development, and regular team gatherings to align on strategy and celebrate wins

Encamp is committed to diversity, equity, and inclusion. We welcome candidates of all backgrounds to join us in building a greener future through customer-obsessed innovation

In the interest of full transparency, the salary for this role will be $145,000 - $170,000.