TL;DR
Senior Enterprise Customer Success Manager (SaaS): Building and scaling a world-class enterprise engagement model for largest US-based customers with an accent on ensuring customer value, retention, and expansion. Focus on designing scalable QBR frameworks and refining customer success processes to drive long-term enterprise growth.
Location: Onsite in Foster City, California or Marlton, New Jersey, USA
Company
JetBrains builds tools that developers love, which power mission-critical software development at scale for its enterprise customers.
What you will do
- Own a portfolio of approximately 100 strategic enterprise accounts.
- Conduct structured Quarterly Business Reviews (QBRs) with technical and executive stakeholders.
- Develop and standardize a scalable QBR framework and engagement model.
- Monitor license usage and proactively identify retention risks or growth opportunities.
- Drive cross-sell and expansion across JetBrains products.
- Coordinate internal stakeholders (Solutions Engineers, Support, Sales, Technical Account Managers).
- Build and refine customer success processes that can scale globally.
Requirements
- 8–10+ years of experience in enterprise SaaS customer success, account management, or similar roles.
- Proven experience managing large, strategic enterprise accounts.
- Strong track record conducting executive-level QBRs.
- Experience building or refining customer success processes.
- Commercial mindset with demonstrated success in retention and expansion.
- Ability to coordinate cross-functional teams without direct authority.
- Strong executive presence and communication skills.
- Structured, process-oriented thinking.
- Comfortable operating in ambiguity and building from the ground up.
Culture & Benefits
- Shape how JetBrains engages enterprise customers at scale.
- Help design a global QBR framework.
- Work directly with leadership to build a scalable retention engine.
- Have visible impact on multi-million dollar enterprise relationships.