Enterprise Customer Success Manager

Remote from: USA
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 12 Jul 2026
Apply before: 12 Aug 2026
Experience level: Midweight
Views / Applies: 30 / 1

Teramind enables proactive protection against insider threats, data breaches, productivity inefficiencies, and compliance challenges.

Computer Software
2014

AI Summary

This is a remote Enterprise Customer Success Manager role at Teramind, a fully-remote cybersecurity company. The position involves building strong relationships with strategic enterprise customers, driving product adoption and value realization, owning renewals, and identifying upsell opportunities. The ideal candidate has 5+ years of B2B Customer Success experience, expertise in customer health metrics and platforms like HubSpot or ChurnZero, and strong communication and relationship-building skills. The role offers competitive salary, health benefits, 401(k), unlimited PTO, and professional development budget. Teramind values diverse perspectives and encourages applicants even if they don't meet every requirement.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires managing large enterprise accounts with high stakes, strategic thinking, and the ability to navigate complex relationships, making it challenging but not the hardest level possible.

Salary Analysis

AI Insight The job posting does not specify a salary, but the market rate for an Enterprise Customer Success Manager in the US typically ranges from $90k to $160k, with a median around $130k. Since the role is remote and targets senior professionals, the offered compensation is likely competitive within this range.

Core Skills Required

Customer Success Account Management Enterprise SaaS Relationship Building Product Adoption Retention Upsell Stakeholder Management CRM (HubSpot) Cybersecurity

Cover Letter Sample

Dear Hiring Team,

I am thrilled to apply for the Enterprise Customer Success Manager position at Teramind. With over 5 years of experience driving adoption, retention, and expansion for B2B enterprise clients, I have a proven track record of building trust and delivering measurable value. My expertise includes leveraging customer success platforms like ChurnZero and HubSpot to monitor health metrics and proactively mitigate churn.

I am particularly drawn to Teramind's fully-remote culture and commitment to innovation. In my previous role, I successfully managed a portfolio of strategic accounts, achieving 95% renewal rates and identifying upsell opportunities that increased revenue by 20% annually. I excel at acting as the voice of the customer internally, collaborating with product and support teams to shape roadmaps.

I am eager to bring my strategic mindset and passion for customer outcomes to Teramind. Thank you for considering my application—I look forward to discussing how I can contribute to your team.

Sincerely,
[Your Name]

Sample Interview Questions

Can you describe a time when you turned around a struggling customer relationship?

In a previous role, I had a key account that was at risk of churning due to low product adoption. I scheduled a strategic review, listened to their pain points, and created a customized success plan. By aligning our product features with their specific goals and providing hands-on training, adoption increased by 40% within three months, and the customer renewed with an expanded contract.

How do you prioritize your time across multiple enterprise accounts?

I use a tiered approach based on customer health scores, revenue impact, and upcoming renewals. I set aside time for daily health checks using our CS platform, and I block weekly slots for strategic reviews with high-touch accounts. I also batch lower-touch activities like email check-ins to maximize efficiency.

How would you handle a situation where a customer's expectations are misaligned with our product capabilities?

I would first acknowledge their concerns and schedule a meeting to understand their core objectives. Then, I'd transparently explain our product's current capabilities while focusing on how we can still meet their needs with creative workarounds. If necessary, I'd collaborate with the product team to explore future enhancements and keep the customer informed.

Describe your experience with customer success platforms like ChurnZero or Gainsight.

I have extensive experience with ChurnZero, using it to track product usage, NPS scores, and support ticket trends. I set up automated alerts for at-risk accounts and leveraged the platform to create customer health dashboards that I reviewed weekly with my team. This proactive approach helped us reduce churn by 15% over two years.

How do you identify upsell or cross-sell opportunities without being pushy?

I focus on understanding the customer's evolving business goals. During quarterly business reviews, I ask about upcoming initiatives and challenges. If I see a natural fit for an additional feature or service that addresses their needs, I present it as a value-add recommendation, supported by case studies and ROI projections, always tying it back to their objectives.

About the Role

As an Enterprise Customer Success Manager, you will be the strategic partner and trusted advisor to our largest and most strategic customers. Your primary goal will be to ensure that customers derive maximum value from our solutions, leading to increased adoption, retention, and advocacy. You will collaborate with internal teams such as Sales, Account Managers, Support, and Product to ensure a seamless customer experience. This role requires a strong understanding of enterprise customer profiles, excellent communication skills, and a passion for driving customer outcomes.

Responsibilities

• Build and maintain strong relationships with enterprise customers as their primary post-sale contact, ensuring successful onboarding, adoption, and ongoing value realization
• Drive product utilization by aligning capabilities with customer goals, delivering training and enablement, and conducting strategic reviews that demonstrate ROI
• Own renewals by proactively monitoring customer health metrics, mitigating risks, and maintaining high satisfaction and retention rates
• Act as customer advocate internally, collaborating with Product, Support, and Sales teams to resolve issues and influence roadmaps
• Identify upsell and cross-sell opportunities, multi-thread relationships across customer organizations, and partner with Account Managers to expand accounts

Requirements

• 5+ years in B2B Customer Success with proven track record in driving adoption, retention, and expansion
• Strong grasp of Customer Success frameworks, lifecycle management, and subscription renewal processes
• Experience with HubSpot, ChurnZero (or similar CS platforms), and customer health metrics
• Excellent relationship-building skills with ability to navigate high-stakes conversations across all stakeholder levels
• Detail-oriented, highly organized, and willing to dive deep into technical product details (cybersecurity experience a plus)Benefits

This is a remote job. Work from anywhere! We’ve been thriving as a fully-remote team since 2014. To us, remote work means flexibility and having truly diverse, global teams.

Additionally:

• Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated.
• Competitive salary
• High-quality health benefits
• 401(k) with employer match
• Career growth opportunities
• Unlimited paid time off
• Company-issued laptop (choice of Mac or PC)
• Professional development budget

About our recruitment process

We don’t expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we want to hear your story. You can expect up to 3 interviews. In some scenarios, we’re able to streamline the process to have minimal rounds. Director-level roles and above should expect a more thorough process, with multiple rounds of interviews.

All roles require reference and background checks

Teramind is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.