Enterprise, Customer Success Manager

Job description

**About DeleteMe:** DeleteMe is the leader in proactive privacy protection. We help security teams reduce their human attack surface by continuously monitoring and removing exposed personal data (PII) from the open web — the very data threat actors use to launch social engineering, phishing, Gen-AI deepfake, doxxing campaigns, physical threats, and identity fraud. Operating as a fast-growing, global SaaS company, DeleteMe serves both consumers and enterprises. DeleteMe has completed over 100 million opt-out removals, helping customers reduce risks associated with identity theft, spam, doxxing, and other cybersecurity threats. We deliver detailed privacy reports, continuous monitoring, and expert support to ensure ongoing protection. DeleteMe acts as a scalable, managed defense layer for your most vulnerable attack vector: your people. That’s why 30% of the Fortune 100, top tech firms, major banks, federal agencies, and U.S. states rely on DeleteMe to protect their workforce. DeleteMe is led by a passionate and experienced team and driven by a powerful mission to empower consumers with privacy. **Job Summary** As an Enterprise Customer Success Manager, you will own and shape the post-sale experience for enterprise customers who rely on DeleteMe to protect the highly sensitive personal data of their executives and employees. This role goes beyond traditional customer success: you will serve as a trusted privacy advisor to enterprise stakeholders, helping them operationalize privacy protection, drive adoption across complex organizations, and measurably reduce risk exposure for the people and organizations they serve. You will partner closely with customers navigating security concerns, internal change management, and reputational risk, while working cross-functionally within DeleteMe to inform product direction, onboarding strategy, and long-term retention. Your book of business will be focused on strategic, high-value accounts with clear retention and growth targets, prioritizing depth of relationship and account planning over transactional volume. As this territory grows, you will help establish the best practices that define what excellent enterprise customer success looks like at DeleteMe. **Responsibilities** Customer Journey Management -Own the end-to-end customer lifecycle for enterprise sector accounts, including onboarding, implementation, adoption, renewal, and long-term retention. -Lead structured onboarding and implementation, owning enrollment completion rates and time-to-first-value for each account. -Manage a clean inbound handoff from Sales and a documented account transition, including a mutual success plan with agreed objectives, milestones, and success metrics established within the first 30 days. -Maintain account health scores using leading indicators (enrollment rate, engagement, sponsor changes, support trends) and run proactive risk-mitigation plays for at-risk accounts. -Build and maintain a strategic account plan for each enterprise customer, including stakeholder and organizational mapping, whitespace analysis, and a multi-year engagement roadmap aligned to the customer's priorities. Value Alignment & Delivery -Translate DeleteMe's work into risk-reduction outcomes: deliver exposure-reduction reporting and executive-ready metrics that map removals, coverage, and monitoring to each customer's security and risk framework. -Provide Executive Business Reviews to high-value customers on a defined cadence, revisiting the success plan and quantifying delivered value against the customer's objectives. -Develop and follow best practices for client engagements, delivering value-adding touchpoints on an ongoing basis. -Build and maintain trusted, multi-threaded relationships with senior executive sponsors (for example, CISO, General Counsel, or Chief People Officer) and day-to-day champions, ensuring account continuity through sponsor or champion turnover. Product Adoption -Drive adoption across complex, multi-stakeholder organizations, including enrollment campaigns, champion enablement, and internal communication strategies for the customer's protected population. -Act as a product expert for customers, guiding them on new features, coverage expansions, and privacy best practices relevant to their use case. Renewals & Revenue Retention -Own renewals and retention for your book of business, including on-time renewal execution, accurate renewal forecasting, and logo-churn mitigation. -Navigate enterprise renewal mechanics: budget cycles, procurement processes, and multi-approver sign-off, initiating renewal motions early enough to accommodate them. -Structure and negotiate multi-year renewal agreements, partnering with Legal, Finance, and Account Executives on complex contract terms, pricing structures, and procurement requirements specific to enterprise buyers. Expansion & Referrals -Identify and execute expansion opportunities at renewal (seat growth, coverage tiers, additional departments or populations) in partnership with Account Executives. -Surface mid-year expansion signals and manage a documented handover to Sales, remaining engaged through close. -Identify referral and advocacy opportunities, contributing to a reference-able pipeline of customers, case studies, and testimonials that elevate the DeleteMe brand across the privacy industry. Privacy & Security Advisory -Serve as a subject-matter resource on personal data exposure threats, including doxxing, data broker practices, and the targeting of executives and other high-profile employees, and advise customers on reducing organizational and individual risk. -Support customer security and compliance workflows, including security questionnaires, data processing agreements, and conversations about DeleteMe's security posture, in partnership with internal Security and Legal teams. Escalation & Incident Support -Coordinate urgent exposure escalations (for example, a protected individual who is actively being targeted), partnering with internal operations and analyst teams and managing customer communication with urgency, discretion, and composure. Cross-Functional Collaboration & Voice of Customer -Collaborate cross-functionally with Account Executives, Product, Support, Marketing, and leadership to deliver a cohesive customer experience. -Act as the customer's advocate with internal DeleteMe stakeholders, channeling structured feedback into product direction, onboarding strategy, and service improvements. -Maintain rigorous CRM and Customer Success platform hygiene, including account records, health scores, success plans, and renewal forecasts. Data Handling & Confidentiality -Handle rosters and records of protected individuals with strict confidentiality, adhering to DeleteMe's data handling, least-privilege access, and information security policies at all times. Success Metrics Performance in this role is measured by: -Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) for the assigned book of business. -On-time renewal rate and renewal forecast accuracy. -Enrollment/adoption rate and time-to-first-value for onboarded accounts. -Expansion pipeline sourced and expansion revenue closed at renewal. -Customer satisfaction and advocacy (NPS/CSAT, references, and case studies generated). -Depth and resilience of executive sponsor relationships, including multi-threading across the account and time-to-reengagement following sponsor or champion turnover. **Experience** -A minimum of 5+ years of experience as a Customer Success Manager, Account Manager, or commensurate experience. -Experience owning renewals, churn mitigation, and net retention targets in a fast-paced SaaS environment. -Experience managing a focused portfolio of high-value, strategic enterprise accounts, prioritizing relationship depth and account planning over a high-volume, pooled coverage model, including negotiating multi-year, complex contract renewals. -Experience working with large enterprise organizations, including familiarity with enterprise procurement processes, budget cycles, and multi-stakeholder buying committees. -Experience driving product adoption across large, complex organizations and managing sponsor or champion turnover. -Experience developing deep client relationships to understand client needs and optimize the customer experience. -Experience working cross-functionally with Sales, Marketing, Product, and Support to drive positive customer outcomes. -Experience with project management principles and effectively managing stakeholder expectations. -Experience within the Privacy, Security, or Threat Intelligence industry is a strong plus; familiarity with security review processes (security questionnaires, SOC 2, DPAs) is a plus. -Experience with Customer Success platforms (e.g., Gainsight, ChurnZero, etc) and CRM tools is a plus. **Skills & Qualifications:** **-**Ability to communicate risk and value to security-minded stakeholders, from practitioners to executives, in clear, credible terms. -Strong executive presence, with the ability to build trust quickly with senior sponsors and navigate multi-threaded, multi-stakeholder enterprise organizations. -High degree of discretion and sound judgment when handling sensitive personal information. -Calm, structured approach to urgent escalations and high-sensitivity situations. -Excellent critical thinking, problem solving, and written and verbal communication abilities. -Ability to effectively lead projects and manage stakeholder relationships. -Positive and collaborative approach to problem solving. -Preferred candidates are located within the Eastern Time Zone (ET) of the United States. -Ability to travel up to 20% to support onboarding, implementations, executive meetings, and key enterprise sector engagements. **What We Offer:** *Benefits and eligibility may vary based on role, location, employment status, and other factors.* - Comprehensive health benefits - Medical, Vision, Dental - 401k retirement plan - Paid Parental Leave - 20 days of Paid Time Off - 11 Company-Paid Holidays - Birthday Off - Work From Home Stipend - Cell Phone Reimbursement - Fitness Membership Reimbursement - Child Care Reimbursement - DeleteMe Gold Membership - Discounted DM Plans for Friends and Family