Enterprise Customer Success Manager

About FLORA: We are building the first creative operating system : an infinite canvas designed for the generative computing paradigm. We’re a team of ~45 focused on elevating professional craft, backed by tier-one investors including Redpoint, Menlo Ventures, and a16z, as well as founders like Guillermo Rauch and Justin Kan. Our platform is already the choice of world-class creative powerhouses like Pentagram, Lionsgate, and Nike. About the Role: As an Enterprise Customer Success Manager at FLORA, you will serve as the primary relationship owner for a portfolio of enterprise accounts. You will drive adoption, ensure retention, manage renewals, and act as a trusted advisor to key stakeholders. You’re comfortable building processes from scratch, wearing multiple hats, and thriving in an ever- changing environment — all while delivering exceptional customer outcomes. You'll Work On: Own the end-to-end customer lifecycle for a portfolio of enterprise accounts, from onboarding through renewal and expansion Build deep, trusted relationships with executive sponsors, champions, and day-to-day users across customer organizations Lead complex, cross-functional projects to drive platform adoption and ensure customers achieve measurable business outcomes Develop and execute tailored Customer Success Plans aligned to each account’s goals, KPIs, and growth trajectory Partner with Account Executives to proactively identify renewal risks and expansion opportunities across your account portfolio, driving net revenue retention and growth Own the full renewals process — forecasting, negotiation, and timely closure — in partnership with Sales and Finance Conduct regular Executive Business Reviews (EBRs) to communicate value, progress, and roadmap alignment Serve as the internal voice of the customer, collaborating with Product, Engineering, and Marketing to influence the FLORA roadmap Proactively monitor customer health scores, usage data, and engagement metrics to mitigate churn risk Contribute to the development of scalable Customer Success playbooks, processes, and best practices Navigate complex organizational structures and multi-threaded stakeholder relationships with confidence We’re looking for people who have: 5–7 years of Customer Success, Account Management, or related experience, with a strong focus on enterprise accounts Proven experience in a startup or high-growth SaaS environment Demonstrated track record of managing renewals and driving net revenue retention (NRR) goals Strong project management skills with the ability to manage multiple complex workstreams simultaneously Excellent executive-level communication, presentation, and negotiation skills Analytical mindset with the ability to translate data into actionable customer strategies Self-starter who thrives in fast-paced, ambiguous environments with minimal process Experience with CRM platforms such as Salesforce, HubSpot, or similar tools Familiarity with Customer Success platforms such as Gainsight, ChurnZero, or Totango is a plus. Exceptionally Strong Candidates Might Also Have: Experience in creative tech, AI, or productivity SaaS Background managing global or multi-region enterprise accounts Prior experience collaborating cross-functionally in a product-led growth (PLG) environment What We Offer: Competitive base salary + performance-based bonus tied to renewal and expansion targets Equity participation in a high-growth startup Generous PTO and wellness benefits A collaborative, creative, and mission-driven team culture The opportunity to shape the Customer Success function from the ground up

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