Customer Success Manager
Enhesa · Arlington, VA ·
- Category
- Customer success
- Experience
- 3+ years
Who we are
Enhesa is the global compliance partner to the world’s largest businesses, bringing clarity to a regulatory and sustainability landscape that never stops changing.
Our mission is to help organizations make informed decisions they can defend, wherever they operate, combining deep human expertise with AI efficiency, to confidently act across EHS, product, chemical, and corporate sustainability compliance.
Businesses come to us needing help understanding what regulators expect. We’ve built our services around solving that problem and work with more than half of the fortune 500, as a trusted provider of intelligence.
At Enhesa, our teams are guided by purpose, passion, inclusivity, and driving progress. We are united by a belief that positive change is everyone’s responsibility.
If these qualities sound like you, Enhesa could be your next career move!
What we offer
- A competitive salary package
- Flexible home-working policy and work/life balance
- A collaborative fast paced, driven environment
- Accountability and pride for your projects
For more information visit:
Position Description
The Customer Success Manager owns the post-sale customer journey for an assigned portfolio of Enhesa customers, from onboarding through ongoing adoption and value realization. This individual-contributor role helps customers use their purchased products and services effectively, achieve agreed outcomes, and build lasting relationships with Enhesa.
Reporting to the Customer Success Director, the CSM builds customer success plans, monitors account health, and acts early on retention risks. The CSM partners with Account Management on renewal readiness and growth opportunities; Account Management owns commercial negotiations. The role supports customers across the assigned Enhesa portfolio.
Core Responsibilities
- Lead customer onboarding. Confirm customer goals, stakeholders, success criteria, and milestones. Coordinate the launch with Client Services and Expert Services, introduce relevant resources, and track progress toward first value.
- Build and maintain success plans. Agree on customer priorities, actions, owners, and review dates. Update plans as business needs change and connect engagement activities to outcomes the customer values.
- Drive adoption and enable users. Use product engagement data and customer conversations to identify barriers. Deliver tailored training, refreshers, and new-feature introductions, using Enhesa Academy and self-service resources where appropriate.
- Broaden customer engagement. Build relationships with users, champions, decision-makers, and executive sponsors. Extend adoption to relevant teams, sites, and use cases within existing entitlements; share additional needs with Account Management.
- Lead quarterly business reviews. Review adoption, progress against success plans, and evidence of value with customer stakeholders. Agree on next steps and involve colleagues whose expertise supports the customer’s priorities.
- Monitor account health and act on risk. Combine usage trends, stakeholder engagement, support issues, and customer feedback to assess health. Validate the context behind changes, keep risk assessments current, and execute recovery plans with clear owners and follow-up dates.
- Coordinate issues and escalations. Engage Support, Client Services, and Expert Services as needed. Keep customers informed, clarify responsibilities and timelines, and follow issues through to resolution.
- Support retention and renewal readiness. Equip Account Management with customer goals, adoption and value evidence, stakeholder context, and open risks ahead of renewal. Collaborate on retention plans and qualified growth opportunities.
- Maintain portfolio discipline and share insight. Keep CRM records, success plans, and next actions accurate. Prioritize outreach by customer need and risk, share actionable feedback with internal teams, and help peers through knowledge sharing and onboarding support.
Requirements
- 3–5 years in customer success, account management, or a related post-sale B2B role in SaaS, software, information services, IT, consultancy, or a comparable environment.
- Customer outcomes. Experience delivering enterprise onboarding, adoption, and training programs, with examples of improving retention, engagement, or customer satisfaction across a portfolio.
- Communication and relationships. Strong discovery, presentation, and training skills. Ability to build trust with different stakeholders, explain value clearly, and handle difficult conversations constructively.
- Data and judgment. Ability to interpret usage and account-health information, investigate gaps, and turn findings into practical action. Sound problem-solving skills and attention to accurate reporting.
- Organization and collaboration. Ability to manage competing account priorities, coordinate work across teams, and follow through on commitments. Willingness to share knowledge and learn from colleagues.
- Proficiency with CRM systems and Microsoft 365. Experience with Salesforce, Pendo, Gong, or Zendesk is an asset.
- Education and languages. Bachelor’s degree in Business, Communications, Marketing, or a related field. Fluency in English; other languages are an asset.
Measures of Success
Performance will be assessed against agreed portfolio goals for gross revenue retention (GRR), onboarding completion and time to first value, meaningful product adoption, customer satisfaction, and progress against customer success plans. Account-health reporting, timely risk identification, and completion of recovery actions will help assess execution. Usage and participation measures will be considered alongside customer outcomes and feedback.
If you are ready to join our journey, please apply!
Equal Opportunity Employer
Enhesa is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other legally protected characteristic.