# Lead Customer Success Manager

**Company**: Backstory
**Location**: San Francisco, CA
**Experience**: senior
**Job type**: full-time
**Category**: Sales
**Industry**: Technology

**Apply**: https://jobs.lever.co/people-ai/bb0e548d-48e5-4154-8931-a0c2a944c068?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_72aeb3ed-3b9

## Description

As a Lead Customer Success Manager at Backstory, you will act as a trusted advisor to Sales, Marketing, and Operations leaders within enterprise customers, helping them maximise their investment in Backstory and achieve measurable business outcomes.

You will manage a $5M+ book of business across accounts, ensuring high customer retention, expansion, and advocacy.

Responsibilities:

- Build and execute strategic success plans with clear business objectives and ROI metrics.

- Own the customer lifecycle,from onboarding to adoption, renewals, and growth.

- Identify key adoption milestones and ensure seamless integration into customer workflows.

- Use data-driven insights to align Backstory's solutions with business objectives.

- Partner with Sales, Services, Product, and Marketing teams to enable cross-functional adoption.

- Identify and develop new champions within top accounts to expand Backstory's influence.

- Work with Sales and Revenue Operations teams to drive renewals and plan for customer growth.

- Partner closely with Sales, Product, and Engineering to drive continuous value delivery.

- Advocate for customers by providing product feedback and insights to influence the roadmap.

- Contribute to Backstory's customer marketing efforts by delivering case studies and references.

Requirements:

- 7-10+ years of experience in Customer Success, Account Management, or Consulting at a SaaS company, agency, or consulting firm.

- Experience managing enterprise customers with $5M+ ARR, high complexity, and multiple stakeholders.

- Deep understanding of Sales, Marketing, and Revenue Operations workflows.

- Strong experience in customer engagement, renewals, and expansion planning.

- Proficiency in Salesforce, AI-driven sales tools, and data analytics is a plus.

- Ability to travel 15% for customer meetings, EBRs, and success milestones.

- Experience as a strategic advisor & analytical storyteller with the ability to translate data into compelling business insights and drive executive conversations.

- A Consultative approach, possessing a deep understanding of sales, marketing, and revenue operations to align solutions with business goals.

- Proven ability to manage multiple complex accounts, prioritise effectively, and drive measurable impact.

- Ability to anticipate challenges, proactively mitigate risks, and pivot strategies when needed.

## Skills

### Required
- Customer Success
- Account Management
- Consulting
- Sales
- Marketing
- Revenue Operations
- Salesforce
- Data Analytics

### Nice to have
- AI-driven sales tools

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Source: [Apply at jobs.lever.co](https://jobs.lever.co/people-ai/bb0e548d-48e5-4154-8931-a0c2a944c068?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)