Senior Customer Success Manager

We Move Fast, Think on Our Feet, and Have Fun Doing It!

At Eleven, we thrive on solving complex challenges and pushing boundaries. We work at a rapid pace, embracing change, and staying laser-focused on delivering exceptional value to our customers.

We’re looking for visionary problem-solvers who excel in dynamic environments, embrace AI tools in streamlining work processes, adapt quickly, and drive innovation. If you love thinking outside the box, collaborating with top-tier talent, and having fun while making an impact—let’s talk!

The Senior Customer Success Manager (Senior CSM) is a strategic advisor to Eleven Software’s most complex, highest-value customers and partners, driving retention, product adoption, and account expansion across a portfolio of enterprise accounts. The Senior CSM owns multi-year success plans tied to measurable business outcomes and ROI, builds trusted‑advisor relationships with Director‑, VP‑, and C‑level stakeholders, and serves as the primary point of escalation for at‑risk accounts within a SaaS and network‑focused environment.

Success in this role requires strong business acumen, executive‑level communication, and the ability to partner closely with internal teams — and mentor fellow CSMs — to ensure customers fully realize the value of ElevenOS.

This role reports to Customer Success leadership. This is a senior individual-contributor role that also provides mentorship and guidance to fellow CSMs, with the potential for direct reports in the future.

• Own strategic account planning for a portfolio of complex, enterprise customers — developing and executing multi-year success plans tied to measurable business outcomes and return on investment (ROI).
• Build trusted‑advisor relationships with Director‑, VP‑, and C‑level stakeholders by understanding customer goals and aligning ElevenOS capabilities with high‑level business objectives.
• Own the renewal lifecycle end-to-end — forecast accuracy, health scores, and usage trends — to proactively identify risk and prevent late‑stage churn across the portfolio.
• Track, analyze, and act on customer satisfaction data and key performance indicators (KPIs).
• Identify and drive expansion opportunities by uncovering underutilized entitlements and deepening product adoption, partnering closely with Sales on upsell/cross‑sell opportunities.
• Act as the primary point of escalation for at‑risk or highly complex accounts, deploying proactive recovery strategies and coordinating cross‑functional resources to resolve issues quickly.
• Lead Quarterly Business Reviews (QBRs) to showcase value, assess alignment with evolving customer needs, and uncover optimization opportunities.
• Build and continuously improve core customer success processes to increase team efficiency, improve customer outcomes, and support scalable growth.
• Work cross‑functionally with Product, Support, Engineering, Sales, and Implementation to resolve issues, streamline service delivery, and advocate for the customer.
• Champion customer feedback, ensuring insights contribute to product enhancements, service improvements, and roadmap decisions.
• Mentor and share best practices with other CSMs, helping raise the bar for account planning, executive engagement, and escalation management across the team.

This role routinely uses standard office equipment such as computers, phones, and printers. Currently, this job operates in a home office environment.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Strong technical aptitude ideally with experience in networking concepts, Wi‑Fi infrastructure, topology, or IT environments.
• 5–10+ years of proven experience in Customer…