Enterprise Customer Success Manager (US

Enterprise Customer Success Manager

Control Up 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, Control Up enables IT teams to prevent issues before they impact employees, reduce operational complexity, and streamline IT environments, without the clutter of multiple tools.

With Control Up, 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 Control Up, 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 Control Up 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 Control Up 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 Control Up 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 Control Up, to get the highest ROI.
• Work closely with sales, marketing, product,…