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Embedding VC · 2 days ago

Customer Success Manager (Enterprise)

New York, NY

Full-time

Onsite

Mid, Senior Level

4+ years exp

embedding-vc is seeking a Customer Success Manager (CSM) to own and grow relationships with FLORA’s enterprise customers. In this high-impact role, you will be responsible for customer happiness, adoption, retention, and expansion, acting as the primary point of contact for active enterprise accounts.

Artificial Intelligence (AI)Impact Investing

Responsibilities

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

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

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

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

Qualification

Customer Success ManagementAccount ManagementEnterprise SaaS ExperienceProject ManagementCross-functional CollaborationService MentalityDaringCommunicationCustomer-obsessed MindsetOwnership Mindset

Required

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 are obsessed with working towards our vision and spreading it to the world

Hustle and work ethic. You are known for going the extra mile(s). You roll up your sleeves and consider no task beneath you

Relentless focus on efficiency and effectiveness. You prioritize the highest-leverage activities that have the highest ROI

Ownership mindset. You act like an owner - you have the highest standards of accountability for your work and proactively improve anything you see

Nimble. You iterate continuously (without spinning wheels), execute with an extreme sense of urgency (every minute counts), and dive into new problems & opportunities seamlessly

High bar for excellence + low ego. You're driven to win at the highest level. You seek and welcome feedback, and do what's best for the company and team

Service mentality. You constantly think about how you can serve and provide value to others - to customers, partners, and teammates

Daring. You bring to life bold, original ideas