Middle Enterprise Customer Success Manager (US Remote)

Title: Enterprise Customer Success Manager (US Remote)

Location: US / Remote (US)

We’re looking for an amazing “CSM” at Storylane! You’ll help onboard and expand our customers.

Storylane has been crushing it since we launched in 2021 (3.5x revenue growth in 2023, 2.5x in 2024). In 2025, we scaled to $10M ARR and 4,000 customers, and we’re building fast with a lean, remote team. We've got Gong, Amazon, Microsoft, NASDAQ, and other major players using our demo automation platform.

\

**The ideal person:**

• 3+ years in B2B SaaS Customer Success / Implementation / Solutions, with **enterprise customers**.
• Has partnered closely with **marketing and sales teams** (RevOps, Demand Gen, Sales Enablement, AEs) and can work confidently with **VP/Head/Exec stakeholders** in those orgs.
• Strong at executive communication: clear agendas, crisp recaps, and steady **QBRs (Quarterly Business Reviews)**.
• Has owned **renewals and expansions** (or partnered tightly with Sales on commercials) and can build account plans that turn adoption into growth.
• Loves going deep on product to solve problems and unblock customers.
• Can run multi-stakeholder onboarding: admins, champions, IT/security (when needed), and exec sponsors.
• Comfortable in a remote, fast-moving team; can work independently and follow through.
• Excellent written and verbal communication skills.
• Experience using Intercom (or similar), Zoom, and a CRM/support toolkit.

\

\

**What You’ll Do:**

• Own enterprise onboarding post-sale and drive customers to fast, measurable time-to-value.
• Lead kickoffs, success plans, trainings, and tailored walkthroughs for **sales and marketing use cases**.
• Build relationships with day-to-day users and **executive sponsors** across Sales and Marketing.
• Run **QBRs** and exec check-ins: align on outcomes, usage, next steps, and expansion paths.
• Monitor account health (adoption, usage, outcomes), spot risk early, and drive action.
• Proactively increase adoption by sharing best practices and recommending workflows that fit each team.
• Partner with Sales, Support, and Product to resolve issues, prioritise feedback, and improve the rollout playbook.
• **Own renewals and drive expansion** across your book of business: identify growth signals, run upgrade conversations, and close the loop through renewal.