Enterprise Customer Success Manager

We are building the first creative operating system: an infinite canvas designed for the generative computing paradigm. We’re a team of ~45 focused on elevating professional craft, backed by tier-one investors including Redpoint, Menlo Ventures, and a16z, as well as founders like Guillermo Rauch and Justin Kan. Our platform is already the choice of world-class creative powerhouses like Pentagram, Lionsgate, and Nike.

As an Enterprise Customer Success Manager at FLORA, you will serve as the primary relationship owner for a portfolio of enterprise accounts. You will drive adoption, ensure retention, manage renewals, and act as a trusted advisor to key stakeholders. You’re comfortable building processes from scratch, wearing multiple hats, and thriving in an ever- changing environment — all while delivering exceptional customer outcomes.

• Own the end-to-end customer lifecycle for a portfolio of enterprise accounts, from onboarding through renewal and expansion

• Build deep, trusted relationships with executive sponsors, champions, and day-to-day users across customer organizations Lead complex, cross-functional projects to drive platform adoption and ensure customers achieve measurable business outcomes

• Develop and execute tailored Customer Success Plans aligned to each account’s goals, KPIs, and growth trajectory

• Partner with Account Executives to proactively identify renewal risks and expansion opportunities across your account portfolio, driving net revenue retention and growth

• Own the full renewals process — forecasting, negotiation, and timely closure — in partnership with Sales and Finance Conduct regular Executive Business Reviews (EBRs) to communicate value, progress, and roadmap alignment

• Serve as the internal voice of the customer, collaborating with Product, Engineering, and Marketing to influence the FLORA roadmap

• Proactively monitor customer health scores, usage data, and engagement metrics to mitigate churn risk

• Contribute to the development of scalable Customer Success playbooks, processes, and best practices

• Navigate complex organizational structures and multi-threaded stakeholder relationships with confidence

• 5–7 years of Customer Success, Account Management, or related experience, with a strong focus on enterprise accounts

• Proven experience in a startup or high-growth SaaS environment

• Demonstrated track record of managing renewals and driving net revenue retention (NRR) goals

• Strong project management skills with the ability to manage multiple complex workstreams simultaneously

• Excellent executive-level communication, presentation, and negotiation skills

• Analytical mindset with the ability to translate data into actionable customer strategies

• Self-starter who thrives in fast-paced, ambiguous environments with minimal process

• Experience with CRM platforms such as Salesforce, HubSpot, or similar tools

• Familiarity with Customer Success platforms such as Gainsight, ChurnZero, or Totango is a plus.

• Experience in creative tech, AI, or productivity

• SaaS Background managing global or multi-region enterprise accounts

• Prior experience collaborating cross-functionally in a product-led growth (PLG) environment