Enterprise Customer Success Manager (US)

Enterprise Customer Success Manager (US)

ControlUp creates an autonomous workplace where the day runs itself. We're a leader in DEX, unifying digital employee experience and IT operations into one powerful platform built for modern workplace management. By combining real-time monitoring, automation, and proactive remediation, ControlUp enables IT teams to prevent issues before they impact employees, reduce operational complexity, and streamline IT environments, without the clutter of multiple tools. With ControlUp, IT works smarter, employees stay productive, and the workday runs itself. One platform. One powerful shift in how work flows. No tool sprawl. No wasted time. No interruptions. Just technology that runs smoothly, so people can get on with work that matters.

The Role

As an Enterprise Customer Success Manager, you will be given a portfolio of top tier accounts that require white glove treatment. These will include Fortune 50 companies, hospitals, and government agencies. You will manage the post-sale relationship with that customer from a customer service perspective and be responsible for ensuring their success and improved ROI with our product suite. You will be the primary quarterback for issues that occur and have access to any resource and / or subject matter expert you require from Support, R&D, Marketing, Management, etc. to ensure success of your customers.

How You'll Spend Your Day

• Manage the full lifecycle of a portfolio of enterprise customers
• Identify potential expansion opportunities based on customer use cases
• Build and maintain close relationships with senior IT professionals managing highly complex environments and be their trusted advisor
• Through a consultative approach, guide your customers through how to optimize their experience with ControlUp, to get the highest ROI
• Work closely with sales, marketing, product, and other departments on customer requirements
• Be a customer advocate and the voice of the customer within ControlUp
• Understand customer use cases and work processes to provide the best guidance on how to optimize product usage and unlock the most value

Your Experience and Qualifications

Preferred Qualifications

Preferred Experience in One or More of the Following Roles

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.