Customer Success Manager, Enterprise

Job Description:

Customer Success Manager, Enterprise

ABOUT REFORGE

Reforge is evolving to empower product teams beyond education. Alongside expert training, we now offer AI-powered tools designed to help teams ship high-quality software faster. With two innovative tools already launched and more on the way, we combine cutting-edge software with the earned insights of the world’s top practitioners. Join us as we shape the future of product management!

OUR OPERATING VALUES

Our operating values are opinionated on purpose. We don’t aim to be everything to everyone. Their distinctness is meant to be used as a common set of threads that bond us together on our mission. We use our values to operate, solve problems, make decisions, evaluate/reward team members, and determine who and how we hire. You can see our full set of values and the decisions behind them.

1. ⛴️ Delivering value to customers is all that matters.
2. 🔂 Maximize the pace of improvement.
3. ⚡️ Small teams do bigger things.
4. 🧠Think like an underdog.
5. ⚙️ Be a problem-solving machine.

ABOUT THIS ROLE

We’re looking for a strategic, customer-obsessed Customer Success Manager to partner with our most important accounts. In this role, you’ll work closely with senior product leaders at companies like Zapier and Microsoft, guiding them to success while surfacing critical insights to shape our products. You will be the primary advocate for our customers, ensuring they are wildly successful with our product. This is a unique opportunity to get in on the ground floor, have a massive impact, and grow your career as our company expands.

You’ll report to the Senior Enterprise Account Executive and collaborate cross-functionally with Sales, Product, and Marketing to design a world-class customer experience during a pivotal growth moment at Reforge.

WHY THIS ROLE MATTERS

• Impact - You’ll be among the closest to our customers, influencing product strategy and go-to-market initiatives with your insights.
• Network - Work directly with leaders at top-tier tech companies, helping them solve some of their most complex product challenges.
• Creativity - You’ll have room to test and scale new ideas across a growing, high-caliber customer base.
• Inflection Point - Join at a key growth stage as we scale new AI tools and move toward profitability.

WHAT YOU'LL DO

• Become a product expert: You'll develop a deep understanding of our product and its capabilities to guide customers toward their desired outcomes.
• Develop and implement engagement strategies: You’ll create and execute proactive communication plans, host workshops, and develop resources to drive product adoption and demonstrate value.
• Be the voice of the customer: You will act as a critical feedback loop between our customers and our product, engineering, and marketing teams, directly influencing our product roadmap.
• Monitor customer health: You’ll track key metrics (like product usage, satisfaction, and overall sentiment) to identify risks and opportunities, taking proactive steps to ensure customer retention.
• Build scalable processes: You will have the unique opportunity to build the systems, playbooks, and best practices that will serve as the foundation for the team.
• Champion customer stories: You'll identify and cultivate customer advocates to generate case studies, testimonials, and referrals.
• Own strategic relationships - Lead high-touch engagement with key accounts, serving as a trusted advisor to senior leaders.

WHAT WE'RE LOOKING FOR

• 4+ years in a customer-facing role, ideally in a fast-paced startup environment
• Experience managing Enterprise accounts in a CSM or consultative role
• Proven ability to build trust with senior leaders and understand their goals and challenges
• Strong prioritization and organizational skills - you know how to manage time across many accounts
• An excellent communicator: You can articulate complex ideas clearly and concisely, both verbally and in writing.
• Data-driven approach; familiarity with CRM tools is a strong plus
• A self-starter who thrives on autonomy and takes initiative
• Comfortable collaborating cross-functionally and influencing without authority
• Motivated by growth - yours, your team’s, and your customers’
• Track record of driving KPIs like gross/net dollar retention and customer expansion

BENEFITS

The internal mission of Reforge is to create an environment where you create the best work of your career. In order to do that we offer:

• Remote-first & Flexible - Everyone does their best work in different environments. We operate as a distributed-first team and offer financial support that enables you to create the schedule and environment that fits to you. We also ask that every employee block off 2-3 hours of daily “deep work,” ensuring that you always have uninterrupted time and can keep a schedule that enables you to do your best work.
• Top-tier Healthcare -
• • Medical - Choice of PPO 500, PPO 250, or HDHP 3300 with a max coverage of 100% of premiums for employees and 70% for dependents.
  • Dental & Vision - 99% of premiums for employees, and up to 70% for dependents.
  • Health Savings Account - For those that choose to enroll in the HDHP, includes semi-monthly company paid contributions.
• Competitive Compensation - Salary + equity package aligned with top-tier tech companies.
• 401(k) - We offer the opportunity for you to contribute to a 401k directly from your paycheck.
• Flexible PTO - Having plentiful “off the grid” time is a key to doing your best work. We offer flexible PTO. Take time when you need it. Everyone must take at least 10 days per year, and we highly encourage more.

…and much more

COMPENSATION

We have built a data-driven Compensation Philosophy at Reforge, with the intent of enabling all employees to do their best work. When setting compensation for each role, we use bands that include a target salary; on occasion we will extend an offer above or below the target if the skills presented in the interview process show spikes or peaks—but this is rare, and the highest likelihood is that your offer will be at target.

The target salary for this role is $84,000, with $36,000 in variable compensation for a total OTE of $120,000. Equity is also included and will be discussed during the interview process.

We do not negotiate offers because our compensation philosophy is based on equitability and intentional placement within the market.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION

At Reforge, we believe that diverse teams build better products—and a better future. We're committed to creating an environment where people of all backgrounds, identities, and experiences can thrive.

This means:

• Proactively seeking out diverse talent and reducing bias in our hiring process
• Fostering a culture of inclusion where every voice is heard and valued
• Continually learning and evolving our practices as we grow

We know that building an equitable workplace is an ongoing effort, not a one-time initiative. We're committed to doing the work—and to holding ourselves accountable along the way.

If you’re excited about this role but don’t meet every single qualification listed, we still encourage you to apply. We believe skills can be developed and potential can’t always be captured on a resume.

Apply now

Success

Remote (United States)