JOIN THE ENOW TEAM

Salary Range: $90K - $110K (OTE Range: $125K - $155K, ~70/30 split) 

About the Role

As a Senior Customer Success Manager (CSM) at ENow, you will serve as the primary strategic partner for a portfolio of enterprise customers, owning the post-sale relationship from onboarding through renewal and expansion. This role is designed for a customer-focused professional who is equally comfortable building trusted relationships and driving measurable commercial outcomes. 

Customer Success at ENow is directly accountable for retention, expansion influence, and long-term account growth. You will be empowered—and expected—to proactively identify risks and opportunities, align ENow’s solutions to customer objectives, and ensure customers realize tangible business value. A meaningful portion of total compensation is tied to performance outcomes such as renewal success, net revenue retention (NRR), and customer adoption. 

This is a fully remote role within the United States, with close collaboration across Sales, Product, Engineering, and Support.

Key Responsibilities

• Own customer retention and renewal outcomes across a defined book of enterprise accounts, with performance measured against gross and net revenue retention targets. 
• Serve as the primary point of contact and trusted advisor for customers, building strong relationships with IT, security, and business stakeholders. 
• Lead onboarding and adoption efforts, ensuring customers achieve value quickly and continue to expand their usage of ENow’s solutions. 
• Develop and execute account success plans that tie customer goals, usage, and milestones directly to renewal and growth outcomes. 
• Proactively identify expansion opportunities, partnering with Sales and leadership to drive incremental revenue aligned to customer value. 
• Conduct regular health checks, success reviews, and executive touchpoints to anticipate risks, surface opportunities, and reinforce ROI. 
• Act as the voice of the customer internally, advocating for customer needs and providing feedback to Product and Engineering to influence roadmap decisions. 
• Manage escalations and complex issues with urgency and empathy, partnering cross-functionally to deliver timely resolution. 
• Forecast and report on account health, renewal risk, and expansion opportunities, maintaining clear visibility into revenue performance. 
• Contribute to the development of scalable Customer Success processes, playbooks, and best practices as ENow continues to grow. 

About You

You’ll be successful in this role if you: 

• Are motivated by clear goals, measurable outcomes, and performance-based incentives. 
• Take personal ownership of customer revenue outcomes—not just activity or engagement. 
• Balance strong customer advocacy with commercial accountability. 
• Are comfortable operating in a role where compensation meaningfully reflects impact. 
• Thrive in a remote-first environment, communicating clearly and proactively across distributed teams. 
• Enjoy working in a growth-stage company where structure is evolving and initiative is valued. 

Qualifications

Required: 

• 3–4+ years of experience in Customer Success, Account Management, Technical Account Management, or a similar customer-facing role within SaaS or enterprise software. 
• Strong familiarity with Microsoft ecosystems, including Microsoft 365, Entra ID, Azure, and related identity, security, or infrastructure concepts. 
• Experience working directly with—or selling into—IT and Information Security teams, with an understanding of their operational and security priorities. 
• Demonstrated success in roles where performance was tied to retention, expansion, or revenue-related outcomes. 
• Proven ability to manage executive-level relationships and influence decision-makers in a remote setting. 
• Strong written and verbal communication skills, with excellent organization and follow-through. 
• Comfort working cross-functionally with Sales, Product, Engineering, and Support teams in a distributed environment. 
• Ability to travel on a monthly or more frequent basis (approximately 20% of the time) to meet with customers in person for on-site visits and conferences. 

Preferred: 

• Bachelor’s degree in Business, Information Technology, Computer Science, or related field. 
• Experience in a high-growth or early-stage SaaS environment. 
• Familiarity with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, Totango). 
• Background in cybersecurity, identity management, or enterprise IT operations.
  

Compensation & Incentives 

The salary range for this role is $90,000 - $100,000. ENow offers a competitive total rewards package which includes base salary and a comprehensive benefits & perks package. Exact compensation is determined based on a number of factors including experience, skill level, location, and qualifications which are assessed during the interview process. Additional details about total compensation and benefits will be provided by our Recruiting Team during the hiring process. In addition to the salary range listed, this role offers a meaningful, performance-based variable component. A significant portion of total compensation (typically around 30%) is tied to measurable outcomes such as customer retention, net revenue retention (NRR), adoption milestones, and strategic account impact. Top performers are rewarded for ownership, execution, and delivering real value to customers.

Please apply through our LinkedIn Job Posting to be considered for this position.

Job Description

As a Presales Engineer, you’ll maximize sales opportunities by providing technical expertise and support to prospects, customers, partners, and the sales team. You’ll demonstrate how our products can solve customer problems and produce referenceable accounts with positive brand awareness.

You care deeply about helping our customers succeed while also meeting your revenue targets. The majority of your time is spent working closely with the sales, product, and marketing teams to understand buyer priorities, the challenge to solving them, and then showcasing how ENow Software can help our customers successfully manage the Microsoft collaboration suite such as Office 365.

If you are a technical leader that can build customer relationships by using previous experiences as an Office 365 or Microsoft Exchange engineer then this is the role for you!

Key Responsibilities

• Scope the technical solution required to address both buyer and user requirements, along with assessing met and unmet needs to optimize value.
• Obtain from the customer's technical team the commitments needed to ensure a technical close through advanced industry knowledge, technical skill, and credibility.
• Deliver business-focused presentations to executive teams by articulating how ENow technology can be used to solve business outcomes.
• Own technical engagement with customers and communicate ENow Software's value, while working with potential customers through issues or concerns to develop and determine a successful outcome.
• Deliver a technical deep dive with the IT administrator and convey how these technical concepts can positively impact the business to the Director of IT.
• Partner with internal engineering and product teams to provide feedback regarding our product and the competitive landscape in order to continuously innovate and stay at the forefront of customer needs.
• Support and partner with Sales on all elements of the sales process including training, customer presentations, proposals, and technical reviews through the close of new business.
• Develop a deep understanding of ENow Software's product capabilities, integrations, configurations, and partner ecosystem.
• Stay informed of the competitive landscape.
• Build and grow a team of Presales Engineers.
• Cultivate an environment of teamwork, authenticity, collaboration, and ambitious innovation.

Accountabilities and Performance Measures

• Achieves productivity and profitability quotas.
• Increase deal throughout.
• Maintains high customer satisfaction ratings that meet company standards.
• Completes training objectives within assigned time frames.

Organizational Alignment

• This position will be reporting directly into our Chief Technology Officer
• Reports on a dotted line to the VP, Sales.
• Works closely with our incredible sales, marketing, and product teams.

Qualifications

• 5+ years of experience in Presales engineering roles within in the Microsoft collaboration space (Active Directory, Microsoft Exchange, Microsoft Teams, and Microsoft 365).
• Experience demonstrated in a previous technical delivery role (e.g. consultant)  focused on Microsoft collaboration technologies (Exchange, AD, Microsoft 365)
• A record of achievement and technical solution expertise in the B2B segment.
• Bachelor’s Degree preferred.
• Experience selling to IT clients.
• Excellent written and verbal communication and presentation skills.
• Proven technical skills and outstanding interpersonal abilities.
• Ability to explain technical concepts to both highly technical and non-technical stakeholders.
• A high degree of comfort speaking with technical administrators and IT management.
• Demonstrable planning and project management skills.

Duties & Responsibilities

• Drive to solve technically complex, strategic, high-profile or long-running customer cases that may require interaction with Software Engineering teams.
• Own issue from escalation to resolution - troubleshoot and solve escalated customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams, ensuring timely customer communication and delighting our customers with resolution.
• Seek to identify trends and cases that require escalation (either technically or strategically) from current caseload.
• Provide creative input to Departmental practices and standards including tools, procedures and guidelines to help improve efficiencies and customer satisfaction.
• Contribute to Departmental metrics and KPIs within the team and external reporting with stakeholders, in accordance with industry and technical best practices and benchmarks.
• Create and maintain incident management requests to Product or Engineering teams
• Contribute to support case deflection initiatives, automation and other digital self-help assets to improve customer experience.
• Provide knowledge sharing, technical coaching and mentoring to other teams.
• Drive technical collaboration and engagement outside of Customer Success Team (Product Engineering teams, Presales, Sales, Marketing, Product, etc.).
• Lead or participate in building communities and technical knowledge repositories (internally and externally).
• Support Engineering product development lifecycle, may include contributing your ideas and feedback on new features to Product team, providing QA team feedback on customer environments and challenges, trying out new features, implementing new customers, supporting Alpha/beta cycles with clients and more.
• Contribute to lab and environment strategies, including environment setup and maintenance for issue reproduction, testing and resolution.
• Write technical documentation as appropriate, for internal and external consumption.

Requirements

Technical Skills

• 5-8 years’ experience hands on IT/Network/Systems administration role in Microsoft Environments
• 5+ years’ experience in customer facing role
• 5+ years’ experience with Microsoft server technologies
  • Active Directory, Exchange, Office 365, SQL, IIS – must have experience with troubleshooting and advanced configurations.
• Advanced knowledge of Networking concepts and communication protocols
  • Understanding of the OSI model and layers is a must
  • Ability to understand and troubleshoot tracking in complex network configurations with DMZ, routing, third-party proxy solutions, network traffic and load balancers
• Flexibility to support evening and weekend issue coverage (not the norm, but it does happen occasionally)
• PowerShell scripting guru (create new and troubleshoot existing)
• Must have solid understanding of security and best practices in enterprise environments with change control and compliance governance. Experience with the following preferred:
  • Third party authentication (Okta, Ping, MFA)
  • HTTP, HTTPS and certificates
  • Conditional access policies
  • Cloud, hybrid and on prem AD and Exchange infrastructures 
• Must have hands on experience with the following:
  • Cloud and hybrid technologies (a plus: Azure App registrations and OAuth flow)
  • Troubleshooting 0365 components
  • Troubleshooting Exchange Online, SharePoint Online and Teams components
  • Solid debugging skills
  • SQL knowledge of server + ability to create queries and simple database functions

Other Skills:

• Excellent communication skills (orally and written) with a high attention to detail and technical accuracy.
• Great organizational and time management skills; tasks are time box and deadline oriented
• Exceptional problem solving, analytical and critical thinking skills, creativity appreciated
• Thrive in a fast paced dynamic work environment with high degree of tolerance for change, we are growing commercial software company, we enjoy it and have fun but sometimes project priorities can change.

Other Requirements:

• Bachelor's degree in computer science or equivalent background and experience.
• Commercial software company experience preferred.
• Minimum 5 years of professional IT role and customer facing.
• Certification and technical trainings preferred, but not required.
• Customer Service Attitude – we are passionate about serving our customers