Senior Enterprise Customer Success Manager (US)

Описание вакансии

At JetBrains, we build tools that developers love. Our enterprise customers rely on our products to power mission-critical software development at scale.

We’re looking for a Senior Enterprise Customer Success Manager to help us build and scale a world-class enterprise engagement model.

This role will own a portfolio of our largest US-based customers operating under multi-year agreements. You’ll act as the primary business partner, ensuring customers realize value from their investment while identifying opportunities to expand usage across teams and products.

This is a foundational role. You won’t just manage accounts, you’ll help design the processes, structure, and standards that shape how JetBrains engages enterprise customers globally.

What you’ll do

• Own a portfolio of ~100 strategic enterprise accounts
• Conduct structured Quarterly Business Reviews (QBRs) with technical and executive stakeholders
• Develop and standardize a scalable QBR framework and engagement model
• Monitor license usage and proactively identify retention risks or growth opportunities
• Drive cross-sell and expansion across JetBrains products
• Coordinate internal stakeholders (Solutions Engineers, Support, Sales, Technical Account Managers)
• Act as the primary business point of contact for enterprise customers
• Build and refine customer success processes that can scale globally
• Contribute to long-term enterprise growth strategy

What we’re looking for

• 8–10+ years of experience in enterprise SaaS customer success, account management, or similar roles
• Proven experience managing large, strategic enterprise accounts
• Strong track record conducting executive-level QBRs
• Experience building or refining customer success processes
• Commercial mindset with demonstrated success in retention and expansion
• Ability to coordinate cross-functional teams without direct authority
• Strong executive presence and communication skills
• Structured, process-oriented thinking
• Comfortable operating in ambiguity and building from the ground up

What makes this role unique

• You’ll shape how JetBrains engages enterprise customers at scale
• You’ll help design a global QBR framework
• You’ll work directly with leadership to build a scalable retention engine
• You’ll have visible impact on multi-million dollar enterprise relationships

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