Customer Success Manager – Enterprise (Scale)

hyble•Miami, FL

6d•$70,000 - $90,000•Hybrid

About The Position

The Customer Success Manager (CSM) - Enterprise (Scale) is a Customer Success role focused on driving adoption, engagement, and platform usage across a single large enterprise customer operating across multiple US states and regions. Reporting into the Customer Success Director (Account Lead), this role plays a critical role in enabling customer success at scale. You will support Regional CS Directors and the Account Lead through training delivery, reporting, process reinforcement, and operational coordination, while acting as the primary point of support for assigned states within a single enterprise customer. While this role does not own strategic account relationships or independent revenue targets, it has significant influence on outcomes through efficiency, structure and strong execution. This role is well suited to a CSM with SaaS experience who enjoys working cross-functionally within a complex enterprise environment, combining customer-facing engagement with strong operational execution, and is looking to grow toward more strategic responsibility over time.

Requirements

2-5 years of experience in Customer Success, Account Management, or Commercial Operations (SaaS/Enterprise preferred but not essential).
Experience supporting customer relationships across multiple stakeholder groups, with comfort engaging frontline users and contributing to conversations with more senior stakeholders alongside CS leadership
Commercial awareness, with confidence working with usage data, reporting, and forecasting inputs to understand performance, risk, and growth
Clear and effective communicator, able to deliver structured updates, training, and enablement sessions, and support broader stakeholder communication led by Directors
Experience supporting escalations and operational issues, helping to investigate, document, and coordinate resolution rather than acting as the final escalation owner
Proactive, hands-on approach to problem solving, with the ability to identify issues, suggest solutions, and follow through on agreed actions
Comfortable delivering platform demos, virtual trainings, and re-engagement activity with guidance and support from senior CS leaders
Analytical mindset, confident producing usage reports, identifying trends, and making practical recommendations to improve adoption and engagement
Strong organisational skills and attention to detail, particularly across reporting, administration, and CRM hygiene

Nice To Haves

Experience in the hospitality or beverage alcohol industry.
Background in Sales or other customer-facing commercial roles.
Experience in SaaS businesses with usage or transaction-based models.

Responsibilities

Enterprise Account Engagement & Adoption
Act as the primary point of support for assigned regions and Locations within a single enterprise account, building effective local working relationships to support adoption and usage
Execute structured onboarding, enablement, and lifecycle touchpoints across multiple states and regions using repeatable, tech-enabled approaches
Reinforce value messaging, best practices, and standard workflows to ensure consistent platform usage
Training & Enablement
Support Regional Customer Success Directors with national and regional training programs, including virtual training sessions, office hours, and new-hire enablement
Deliver repeatable training content to frontline users to reinforce engagement and correct usage
Support consistent understanding and adoption of agreed processes and ways of working across regions
Operational Support & Escalation Coordination
Support operational escalations in collaboration with Account Leads and Regional CS Directors, ensuring issues are logged, tracked, and progressed to resolution
Coordinate with internal teams to support timely issue resolution, without acting as the final escalation owner
Surface recurring issues, risks, and trends
Reporting & Administration
Own delivery of national and regional reporting, including regional monthly reports and state-level leaderboards
Provide administrative support to Account Lead and Regional CS Directors, including account administration, reporting preparation, and CRM hygiene
Maintain accurate customer data, usage insights, and activity tracking to support forecasting and planning
Process Consistency & Continuous Improvement
Reinforce adoption of agreed Customer Success playbooks, tools, and operating rhythms
Identify opportunities to improve efficiency, reporting quality, and scaled engagement motions
Provide structured feedback to CS leadership to support ongoing improvement of scaled CS operations

Benefits

Reward and Recognition. A company bonus scheme based on company and team performance, with regular recognition along the way.
401k. A combined contribution of your choice and a capped company match.
Health Insurance. Comprehensive Medical, Dental, and Vision insurance is available from the first of the month after your start date, covering you and eligible dependents. Disability and Life Insurance are also provided at no cost to you.
Vacation. 22 days of vacation, as well as paid sick days.
Holidays. 7 fixed national holidays and 4 floating holidays.
Giving back. 2 paid days leave to support a charity of your choice.
Wellbeing. We'll support you in looking after your health and wellbeing so you can do your best work. We provide coaching and counselling on demand through our wellbeing partners, Plumm.
Health Days. 2 full days or 4 half days to take when you need to refuel and recharge.
Collaboration opportunities. Flexibility to work remotely, with opportunities to collaborate with colleagues and contribute to our culture.
Grow with us. You'll have opportunities to develop your career in a high pace technology company as part of a great team.
Open culture. A place where you can bring new ideas, try doing things differently, and have a real impact.