Enterprise Customer Success Manager

Merge is the leading provider of agentic tools and customer-facing integrations for frontier LLMs, Fortune 500 organizations, and B2B SaaS companies.

Our platform offers two core products: Merge for Product, and Merge for Workforce. Merge for Product enables teams to ship AI features and integrations at massive scale. Merge for Workforce helps engineering teams govern AI access at the company level. Merge's enterprise-grade platform handles the entire integration lifecycle, from authentication and security to monitoring and maintenance. Thousands of companies trust Merge to accelerate product development, unblock sales, reduce customer churn, and save engineering resources—allowing them to focus on their core product.

• In the role, you will work directly with technical stakeholders at our customers to escalate and resolve issues and challenges swiftly and effectively

• You will manage our customers' post-sales journey from onboarding to renewal and collaborate with sales and technical services to ensure customers are adopting Merge and that we are properly supporting their use cases

• The expectation will be to manage up to 30 enterprise customers

• Your goal will be to ensure customer satisfaction as a whole, enhance customer experience working with Merge, and play a key part in supporting customer contract renewals

• A minimum of 6+ years of experience working in a Customer Success or Account Management function with highly technical software products and technical stakeholders.

• Experience working with enterprise SaaS customers (customers with 800+ employees) as well as executive level customer stakeholders.

• A background and passion for advocating on behalf of your customers - this role should act as an extension of our customers' team within Merge.

• The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict and advocating to internal teams including sales, professional services, product, etc.

• An entrepreneurial mindset - this is a new team at Merge where you will be required to both deviate from established procedure and often build entirely new process or practices to ensure we best serve this customer segment