Enterprise Customer Success Manager (US)

About the Company

The enterprise architecture tool that transforms with you
Avolution builds ABACUS, the enterprise architecture platform used by large organizations to understand, plan and govern change across their business and technology.

Our customers include global enterprises and public sector organizations using ABACUS for enterprise architecture,
application portfolio management, transformation planning and, increasingly, AI governance. We have teams across the UK, US and Australia.

About the Role

Strategic, commercial and highly visible
Our customers use Avolution to support major transformation, architecture and governance initiatives. One customer might be strengthening their EA operating model, another improving governance across a major transformation program, and another exploring AI governance or application portfolio optimization.

You'll build relationships from day-to-day users through to executives, and you'll be comfortable moving between detailed architecture use cases and broader conversations about value, risk and future investment. The role combines strategic account management, commercial ownership and hands-on execution.

You don't need to be an enterprise architecture expert when you join. What matters more is that you're curious,
commercially sharp and quick to get to grips with complex customers and use cases.

We're looking for someone who is collaborative, coachable and low ego, who enjoys sharing ideas with the team and is comfortable in an environment where products, processes and priorities continue to evolve.

Responsibilities

• Own a portfolio of 30–45 enterprise customers ($1.5–2.5M ARR), with responsibility for retention, renewals and
  expansion.
• Build success plans tied to each customer's business priorities and measurable outcomes.
• Map accounts and build multi-threaded relationships across customer organizations, including senior and executive stakeholders.
• Translate complex technical use cases into clear business value.
• Identify risk early and put clear plans in place to address it.
• Proactively identify and develop expansion opportunities.
• Own renewals and growth opportunities through to negotiation and signature.
• Maintain accurate forecasts, clear next steps and strong Salesforce discipline.
• Work closely with Consulting, Product, Support and Sales to deliver strong customer outcomes.
• Travel regularly to spend meaningful time with customers in person.
• Support enterprise procurement processes, including tenders, RFIs, RFPs and single-source justifications.

About You

Essential

• 5+ years' experience managing your own book of clients in Customer Success, Account Management or a similar role.
• Experience owning both retention and growth, with a personal commercial target you've consistently hit or
  exceeded.
• Experience managing complex enterprise customers with multiple stakeholders, including executives.
• Strong discovery skills and the ability to connect customer goals to measurable business outcomes.
• Strong negotiation skills and commercial judgment.
• Excellent organization, forecasting and portfolio management.
• Excellent written and verbal communication.
• The ability to learn complex products and use cases quickly.
  

What will make you stand out

• Experience in complex B2B SaaS or enterprise software.
• A background in enterprise architecture, transformation, governance or adjacent technology areas.
• A track record of building expansion pipeline within an existing customer base.
• Experience working alongside professional services or consulting teams.
• Strong Salesforce and forecasting discipline.
• Evidence of leadership beyond your own accounts, such as mentoring colleagues, improving processes or leading team initiatives.

How we work

We're a collaborative team that values ownership, sharing ideas and doing a great job for customers.
Although this is a remote role, we want our CSMs close to their customers. We encourage regular in-person meetings and travel across AMER so you can understand customer environments first-hand and build strong, trusted relationships.

We're still shaping how we work as a global team, so there's plenty of room to contribute ideas and make an impact beyond your own portfolio.

Career Development

As the team grows, high performers will have the opportunity to take on broader responsibility, including mentoring, leading initiatives and, over time, moving into people leadership.

Benefits

• Ability to work from anywhere within the US  
• Comprehensive healthcare coverage that includes health, dental and vision insurance  
• 401K with company matching (after the first 6 months)  
• Life Insurance  
• Short-term disability insurance 
• Health Savings Account 
• 20 annual PTO days that you are encouraged to use  
• 1 day of birthday leave per year  
• 10 annual sick days  
• Enhanced Paid Parental leave