Lead Customer Success Manager - West

Role Overview: As a Lead Customer Success Manager, you will own the post-sales strategic relationship, retention, and value realization across highest-stakes enterprise accounts. You will operate with high autonomy, driving customer outcomes while partnering with Sales to uncover and capitalize on strategic growth opportunities. You will serve as the trusted advisor and strategic lead for your portfolio, orchestrating technical and commercial counterparts including Forward-Deployed Engineers (FDEs), Account Executives, and Product leaders. You will bridge complex technical deployments with executive-level business goals to ensure customers realize maximum value and expand their footprint. Key Responsibilities: — Drive Strategic Account Value & Retention: accountable for net retention, customer health, and long-term strategic alignment across complex enterprise accounts. — Partner with Sales for Account Growth: collaborate with Account Executives/Strategic Account Managers to identify expansion vectors, co-develop account plans, and position new capabilities supporting customer's technical roadmap. — Integrate with Technical Counterparts: work closely with Forward-Deployed Engineers and technical leads to align technical delivery with business outcomes, remove friction, and accelerate time-to-value. — Operate as an Independent Bar-Raiser: build scalable Customer Success playbooks, elevate executive engagement standards, and operate with extreme ownership without step-by-step guidance. — Cultivate C-Suite & Technical Sponsorship: build multi-threaded relationships across business and technology functions (CIO, CISO, CTO, VPs of Engineering, Product Leads) to ensure alignment with corporate initiatives. — Drive Business Outcomes & QBRs: lead executive business reviews demonstrating clear ROI and anchoring accounts for long-term growth. Qualifications & Requirements: — 10+ years in Enterprise Customer Success, Account Management, or Technical Account Management handling high-ARR, complex enterprise platforms. — Proven commercial acumen and growth mindset with history of partnering with Sales to identify, nurture, and close upsells, expansions, and renewals in complex environments. — Deep experience collaborating with Forward-Deployed Engineers, Solutions Architects, and product delivery teams to translate technical achievements into commercial value. — Self-motivated leader excelling in ambiguous, fast-paced environments with full accountability for account outcomes. — Outstanding communication and presentation skills with experience advising C-level executives on technology strategy and operational efficiency. Nice-to-Haves: — Domain knowledge in High Tech (cloud native, hardware/software OEMs, AI/ML platforms) and understanding of engineering-led enterprise operations and scaling. What Success Looks Like in Year 1: — Month 3: fully onboarded, account health assessments completed, alignment with Sales AEs and FDE teams established. — Month 6: value-realization frameworks and executive cadence active, expansion pipelines co-developed with Sales. — Month 12: high Net Retention Rate achieved, demonstrable business outcomes delivered, elevated Customer Success playbooks established as standard practice. Applicants must be authorized to work in the U.S.; no visa sponsorship available.