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