Enterprise Customer Success Manager (US)

ControlUp creates an autonomous workplace where the day runs itself. We’re a leader in DEX, unifying digital employee experience and IT operations into one powerful platform built for modern workplace management. By combining real-time monitoring, automation, and proactive remediation, ControlUp enables IT teams to prevent issues before they impact employees, reduce operational complexity, and streamline IT environments, without the clutter of multiple tools. With ControlUp, IT works smarter, employees stay productive, and the workday runs itself. One platform. One powerful shift in how work flows. No tool sprawl. No wasted time. No interruptions. Just technology that runs smoothly, so people can get on with work that matters. **The Role** As an Enterprise Customer Success Manager, your primary mission is to ensure that our most strategic customers are achieving meaningful, measurable outcomes with ControlUp, and that the right people within their organization are aware of and aligned with that value. What you own is the customer’s success: their adoption, their results, and their confidence that ControlUp is delivering on its promise. You will also be responsible for proactively identifying risk in your accounts — whether related to adoption, engagement, satisfaction, or environment health — and for taking ownership of escalating and driving resolution before those risks become problems. You will serve as the primary quarterback for your portfolio, with access to any resource or subject matter expert you need from Support, R&D, Marketing, and Management to drive that success. ### Who we’re looking for We’re looking for a strong communicator and natural leader who takes initiative, collaborates well, and is always looking to grow. You are, at your core, a trusted advisor and outcome owner — not a salesperson. The best CSMs here are motivated by the genuine success of the customers they serve, and energized by helping senior IT leaders and executive stakeholders see and articulate the value ControlUp delivers. If that’s what drives you, you’ll thrive here. You’re a strong leader and project manager, comfortable guiding senior IT professionals, executive stakeholders, and business unit leaders through our customer lifecycle methodology and value pyramid conversations. You’re highly organized and disciplined about where you spend your time. Knowing where **not** to focus matters as much as being able to prioritize your top accounts. You will **not** be responsible for structured product training, though you ***will*** be expected to know the product deeply — every component of the ControlUp suite — and fluently guide customers on how different capabilities can serve their goals. You will **not** be responsible for single-handedly executing technical implementation, but you ***will*** own it as a project manager — coordinating resources, keeping things on track, and ensuring successful outcomes. You will **not** be responsible for troubleshooting issues, but *knowing* when and how to point a customer in the right direction (a relevant KBA, the right support contact) will quickly set you apart. ### How You’ll Spend Your Day - Manage the full lifecycle of a portfolio of enterprise customers. - Proactively identify and monitor account risk — including signals related to adoption gaps, disengaged stakeholders, unresolved issues, or environment instability — and take clear ownership of escalating and driving mitigation. When risk surfaces, you don’t hand it off; you lead the response, coordinate the right internal resources, and stay accountable until it is resolved. - Identify when customers are underutilizing capabilities that would meaningfully advance their stated goals, and guide them toward fuller adoption, because unrealized value is a risk to the relationship, not just a missed commercial opportunity. - Build and maintain close relationships with senior IT professionals managing highly complex environments and be their trusted advisor. - Through a consultative approach, guide your customers through how to optimize their experience with ControlUp, to get the highest ROI. - Work closely with sales, marketing, product, and other departments on customer requirements. - Be a customer advocate and the voice of the customer within ControlUp. - Build and maintain a stakeholder map for each account; proactively ensure that the value customers are realizing with ControlUp is being actively surfaced and communicated to the decision-makers, sponsors, and executive stakeholders who need to see it — not just day-to-day users. - Understand customer use cases and work processes to provide the best guidance on how to optimize product usage and unlock the most value. ### Your Experience and Qualifications - Excellent written and verbal English communication skills; *proficiency in other languages (especially* ***Portuguese****) is a plus.* - Experience in an EUC or similar software company - Critical thinker, generally curious, problem solver - Proven experience in building multi-threaded stakeholder relationships in Fortune 100 companies - Positive attitude and very customer-centric; always willing to put the customers' needs first. - Strong written and verbal communication skills; ability to translate product usage and technical outcomes into business value narratives that resonate with executive and business stakeholders — not just technical audiences - Excellent organization, note-taking, project management, and time management skills - Exceptional attention to detail, accuracy, proactivity, and the ability to anticipate needs. - Some travel required ### Preferred Qualifications - Experience with , Chorus, Salesforce, Slack, Splunk, Zoom, Clari, Confluence, and/or EverAfter is a huge plus. - Working knowledge of VDI – Citrix \ VMware virtualization solutions. - Previous experience in SaaS and/or IT space. - Experience with the MEDDICC/MEDDPICC framework. ### Preferred Experience in one or more of the following roles - Customer Success Manager - Technical Account Manager - IT manager - Project Manager - Solutions Consultant / Pre-Sales Engineer (valued for technical advisory skills, not sales background) - Software Support - Customer Service