Enterprise Customer Success Manager

Job Description

XOi is revolutionizing the field service industry with the expansion of our on-demand equipment data enrichment and metadata retrieval capabilities. We are powering a world in which people and equipment are connected, decisions are transparent, and quality outcomes are predictable. Field service technicians across the nation utilize our suite of products daily to increase efficiency and performance on the job, streamline communication and information sharing, enhance their skills, and gain insights through innovative software and AI solutions.

As an Enterprise Customer Success Manager, you will operate as a strategic advisor, change management leader, and trusted partner to our largest and most complex enterprise clients. This isn't a reactive support role-it's a proactive, consultative position where success is measured not only by product adoption, but by your ability to navigate organizational complexity, lead meaningful change, and deliver measurable business outcomes.

You'll be the driving force behind deep, consultative relationships-uncovering layers of nuance in customer priorities, personalities, and processes to align our solutions with what truly moves their business forward. You'll engage at the highest levels, managing sensitive conversations with confidence, and crafting tailored strategies that support long-term growth, cultural adoption, and success at scale.
Key Responsibilities

• Strategic Partnership & OwnershipAct as a senior-level strategic partner who understands the customer's industry, business model, and long-term goals. Use that understanding to guide executive alignment and ensure that XOi's platform becomes an integral part of their success roadmap.
• Lead ChangeSpearhead enterprise-wide initiatives that involve cultural shifts, business process transformation, and the adoption of new technologies. Recognize the emotional and structural barriers to change, and develop frameworks to help customers push through them successfully.
• Executive-Level Influence & CommunicationLead regular, high-stakes conversations with executive stakeholders. Confidently manage diverse personalities, shifting priorities, and complex internal politics to maintain alignment on strategic goals.
• Continuous Discovery & Insight-Driven StrategyUse a consultative approach to ongoing discovery. Ask the right questions, uncover latent needs, and identify strategic opportunities that go beyond surface-level issues-enabling deeper alignment and innovation with the customer.
• Drive Adoption, Value, and ExpansionBuild tailored adoption plans that drive meaningful engagement with the platform. Identify areas for expansion, champion renewals, and ensure the customer is maximizing ROI from our solutions.
• Solve Complex Problems with Creativity & ClarityAddress multifaceted business and technical challenges with structured, creative thinking. Bring clarity and resolution to ambiguous or politically sensitive situations while maintaining trust.
• Customer Advocacy & Cross-Functional CollaborationRepresent the voice of the customer internally and influence cross-functional teams to prioritize features, fixes, or experiences that matter most to enterprise clients.
• Metrics-Driven Management & ReportingUse KPIs and success metrics to monitor adoption, value realization, and health across customer accounts. Translate insights into action plans and communicate impact both internally and to customer stakeholders.

Qualifications

• Enterprise Strategy & Relationship Leadership4+ years of experience managing strategic ($1M ARR+), multi-level hierarchical enterprise-level customer relationships in a SaaS environment. Demonstrated success in navigating complex account structures, aligning stakeholders across business units, and driving meaningful, measurable business outcomes.
• Change Management & Organizational InfluenceDeep expertise in leading enterprise customers through large-scale change initiatives-process redesign, digital transformation, or cultural adoption of new technologies-while mitigating friction, gaining buy-in, and sustaining momentum across diverse teams.
• Executive Communication & InfluencePolished and confident communicator with experience engaging senior executives and cross-functional stakeholders. Skilled at building trust, facilitating alignment, and leading high-stakes conversations focused on business impact and strategic direction.
• Program Management & Strategic ExecutionProven ability to manage multiple high-impact workstreams and customer programs simultaneously. Adept at balancing long-term strategic planning with tactical execution and coordinating internal and external resources to ensure success.
• Consultative Discovery & Problem SolvingNaturally curious and analytical, with a talent for asking the right questions to uncover underlying challenges. Comfortable navigating ambiguity, handling resistance, and crafting tailored, creative solutions that move customers forward.
• Technical Fluency & Tool ProficiencyComfortable working within systems like Salesforce, G-Suite, and Customer Success platforms such as ChurnZero. Able to translate technical concepts into business value and use tools to support scalable engagement and reporting.
• Customer-Centric & Outcome-OrientedDeeply committed to delivering outcomes that matter to the customer. You view success not just as retention, but as long-term impact, partnership, and transformation.

You'll Thrive in This Role If You Are:

• Strategic and Data-Driven: You don't just react-you anticipate. You regularly analyze customer behaviors, business models, and usage trends to identify risks and unlock new opportunities.
• Empathetic and Assertive: You balance empathy with leadership. You're trusted by customers because you listen deeply, act with purpose, and don't shy away from challenging conversations when needed.
• Outcome-Focused: You are laser-focused on results, using data and customer insight to drive adoption, satisfaction, and long-term value.
• Collaborative Across the Org: You believe great customer experiences are everyone's job-and work cross-functionally to align Sales, Product, Engineering, and Support behind a unified customer vision.
• Resilient and Eager to Grow: You thrive in ambiguity and change, bring a growth mindset to your work, and see challenges as chances to get better-faster.

XOi Benefits

• XOi offers a comprehensive benefits package that includes medical, dental, and health, with eligibility the 1st of the next month following your date of hire
• XOi offers a 401(k), with eligibility at 90 days
• XOi offers Discretionary Time Off
• All new employees receive a one time $500 New Hire Stipend to support any updates needed for your home office space
• All employees receive a $50/monthly stipend to be used for personal wellness and $50/ monthly stipend towards internet expenses