Technical Enterprise Customer Success Manager

Job description

ABOUT DEVSAVANT DevSavant is an operating partner for startups and growth-stage companies, helping them turn ambition into execution. We support founders and leadership teams with product engineering and global staffing, from early prototypes and MVPs to scaling high-performing teams. Our vetted talent across LATAM and Asia embeds directly into client teams, operating as true extensions rather than external vendors. With over 8 years working in venture-backed ecosystems, DevSavant is trusted to accelerate delivery, scale teams efficiently, and support companies as they reach their next milestone. SUMMARY Your primary responsibility is to be a trusted advisor to our client's largest and most strategic customers, ensuring their long-term success, retention, and growth. As a Technical Enterprise CSM, you'll manage a portfolio of high-ACV, high-complexity accounts where multiple stakeholders, departments, and use cases are in play. Our Enterprise CSMs combine deep platform expertise with executive-level relationship management to proactively deliver high-impact results for customers and for the company. You'll operate effectively and professionally in a high-paced, ever-changing environment where your creativity, technical judgment, and strategic insight drive outcomes at scale. OBJECTIVES - Healthy Existing Customers: Maintain a "healthy" portfolio of complex, multi-stakeholder enterprise accounts. Proactively identify risk across departments and use cases, support customers when they're falling behind, and drive measurable value realization across the full breadth of their deployment. Build and execute strategic customer success plans tailored to enterprise-scale adoption. - Onboarding and Scaling New Enterprise Customers: Lead the onboarding of new enterprise customers, connecting their initial business case to real-world value realization across multiple teams and use cases. Build scalable success plans that support phased rollouts, and develop compelling use cases for marketing and expansion. - Trusted Technical and Executive Advisor: Build trusted relationships at every level of the customer's organization, from field users to VP and C-suite stakeholders. Understand each customer's business, technical environment, and strategic priorities well enough to advise confidently on how the platform's capabilities map to their goals. Serve as the voice of the customer internally. - Retention and Growth at Scale: Partner closely with Account Executives to grow the value of your enterprise portfolio through strategic, value-driven conversations. Identify expansion opportunities across departments and use cases, and help structure multi-phase growth plans for large accounts. ROLES & RESPONSIBILITIES - Own a portfolio of enterprise accounts characterized by higher ACV, multiple departments or business units, and greater technical and organizational complexity. - Demonstrate the power of the platform in ways that connect with both technical and executive stakeholders, tailoring the message to the audience. - Lead Executive Business Reviews (EBRs) with VP and C-suite stakeholders, translating platform usage into business outcomes. - Monitor your portfolio and manage a structured cadence of touchpoints — onboarding, EBRs, expansion planning, renewal risk reviews — while proactively surfacing challenges before they become issues. - Maintain a level of technical expertise in the platform sufficient to build and audit apps of high complexity, advise on integration architecture, and troubleshoot issues across multiple connected systems. - Collaborate cross-functionally with Professional Services, Solutions Engineering, and Support to coordinate delivery across large, multi-workstream accounts. - Own your ongoing development and product education, staying current on all software releases and features. - Communicate professionally and promptly, in both verbal and written form, with enterprise stakeholders and internal teams. - Maintain accurate documentation of customer, account, and activity records in our system of record. - Share structured feedback with cross-functional partners to continually improve the customer and employee experience. - Mentor and support less-tenured CSMs as a technical and strategic resource within the team. REQUIREMENTS - Experience managing a book of enterprise or strategic accounts as a CSM, Technical CSM, or Technical Account Manager (TAM). - Proven experience leading EBRs with executive-level (VP/C-suite) stakeholders. - A positive attitude in the face of an ever-changing, high-complexity environment. - Self-starter and action-oriented — you act on challenges rather than waiting for direction. - Solution Architect mindset: You use a consultative approach with both technical and non-technical users across all levels of an organization, and enjoy solving complex, multi-stakeholder problems. - Comfortable managing ambiguity and shifting priorities across a portfolio of large, high-stakes accounts. - Strong technical aptitude to understand and communicate how the platform's architecture solves complex, cross-departmental business problems. - Experience with scripting languages, preferably JavaScript. - Interpersonal savvy — you relate well to people at every level, inside and outside the organization, including senior executives. - Highly developed organizational skills, with the ability to prioritize across multiple large accounts and meet deadlines under pressure. - Ability to partner with Account Executives on shared enterprise portfolios and build action plans addressing both near-term risk and long-term growth. - Ability to manage multiple simultaneous, high-complexity internal and customer-facing work streams. - Outstanding verbal and written communication skills, with the ability to engage and influence senior stakeholders. PREFERRED EDUCATION AND EXPERIENCE - A bachelor's degree is preferred, but not a deal-breaker if you don't have one. - Prior enterprise SaaS experience, ideally managing accounts with significant ACV and multi-department deployments. - Experience having strategic conversations with operational and executive leaders, including C-suite. - Comfortable working across all levels of an organization, from field staff to CEO. - Proven track record of exceeding retention, expansion, or NRR-related performance goals. - History of driving strategy-based conversations that lead to meaningful, valuable product usage at scale. - Experience with CRM tools and Customer Success Platforms such as Planhat, ChurnZero, or Catalyst. - Project management experience across multiple concurrent, complex work streams. - Proven ability to build data analytics and reporting using tools like Excel, Power BI, or Tableau. - Experience in GIS and/or mobile forms for the horizontal construction industries is a strong plus. - Experience using similar GIS, field data collection, or mobile form platforms is a huge plus. - If you don't have some or any of this experience, but you love solving complex workflow and technical data challenges, we still encourage you to apply! QUALITIES WE'RE LOOKING FOR - You get things done. You’re an expert at identifying the next action, communicating your intent, and executing. A results-driven mentality is critical. - You’re built for remote work. We’re a 100% remote company. You need to be a self-starter who communicates with clarity and purpose, with the discipline to drive your own work forward. - You think like an owner. We don't micromanage. Every role comes with freedom to act and accountability to deliver. - You keep things human. You enjoy collaborating, sharing ideas, and keeping things fun along the way. A good sense of humor helps us stay connected, even when working far apart.