Customer Success Manager (Enterprise) at FLORA

New York, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

28 Mar, 26

Salary

0.0

Posted On

28 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Account Management, Project Management, Communication Skills, Cross-Functional Collaboration, Customer Relationship Management, Onboarding, Success Planning, Value Realization, Metrics Tracking, Renewals, Expansion Strategy, Upselling, Problem Solving, Feedback Loop, Organizational Skills

Industry

Retail

Description

We’re looking for a Customer Success Manager (CSM) to own and grow relationships with FLORA’s enterprise customers. This is a high-impact, customer-facing role at the center of our enterprise motion. You’ll be the primary point of contact for active enterprise accounts — responsible for customer happiness, adoption, retention, and expansion. You’ll partner closely with Account Executives and Forward Deployed Creatives to ensure customers are not only successful with FLORA, but continuously deepening their usage and value over time. You’ll act as the account owner, managing communication, driving alignment, and translating customer needs into action across Sales, Product, and Engineering. How You’ll Make an Impact Own Enterprise Customer Relationships Serve as the primary point of contact for assigned enterprise accounts post-sale Manage all account communications and coordination between the customer and FLORA teams Build trusted, long-term relationships with key client stakeholders across creative and leadership teams Ensure customers feel supported, informed, and confident working with FLORA Drive Customer Success & Adoption Own onboarding, ongoing success planning, and value realization for enterprise customers Partner with Forward Deployed Creatives to ensure customers are getting meaningful creative and technical support Track usage, engagement, and success metrics to proactively identify risks and opportunities Run regular check-ins, QBRs, and strategic planning conversations with customers Revenue Growth, Renewals & Expansion Own renewals and expansion strategy for existing enterprise customers Identify upsell and cross-sell opportunities through strong relationship management and deep understanding of customer needs Partner with Account Executives to execute expansion deals and maximize customer lifetime value Internal Collaboration & Feedback Loop Surface product feedback, feature requests, and insights from enterprise customers to internal teams, working cross-functionally with Sales, Product, and Engineering Help refine and scale FLORA’s enterprise customer success playbooks and processes over time What We’re Looking For 4+ years of experience in Customer Success, Account Management, or similar client-facing roles, ideally with enterprise SaaS customers Proven experience owning renewals, expansions, and long-term customer relationships Strong project management instincts — you’re highly organized and comfortable juggling multiple accounts and stakeholders Excellent communication skills (written and verbal); you can clearly explain complex ideas and keep everyone aligned Experience working cross-functionally with Sales, Product, and technical or creative teams Customer-obsessed mindset Passionate, purpose-led, and all-in. You enjoy working hard towards a mission you care about. Hustle and work ethic. You are known for going the extra mile(s). You roll up your sleeves and consider no task beneath you. Ownership mindset—proactively identifies opportunities, solves problems, and improves systems. Operates with a strong sense of urgency — every minute counts. High bar for excellence + low ego; cares for what’s best for the company and team. Thrives in fast-moving, rapidly evolving startup environments.

Responsibilities

The Customer Success Manager will own and grow relationships with enterprise customers, serving as the primary point of contact and ensuring customer happiness, adoption, retention, and expansion. They will manage account communications, drive alignment, and translate customer needs into action across various teams.