{"id":728753,"url":"https://alion.io/job/controlup-enterprise-customer-success-manager-us","title":"Enterprise Customer Success Manager (US)","company":{"id":673596,"name":"ControlUp","domain":"controlup.com","url":"https://alion.io/company/controlup","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"A","score":89,"open_postings":8,"ghost_share":0,"stale_share":0.25,"repost_share":0,"time_to_fill_p50_days":146,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":true},{"name":"Salesforce","optional":true},{"name":"Slack","optional":true},{"name":"Splunk","optional":true},{"name":"VMWare","optional":true}],"status":"closed","first_seen_at":"2023-11-29T10:41:22Z","employer_posted_date":"2023-11-29","last_verified_at":"2026-10-29T19:28:32Z","board_verified":false,"closed_at":"2026-10-29T19:28:32Z","days_open":1065,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":1064},"description":"ControlUp creates an autonomous workplace where the day runs itself.\nWe’re a leader in DEX, unifying digital employee experience and IT operations into one powerful platform built for modern workplace management. By combining real-time monitoring, automation, and proactive remediation, ControlUp enables IT teams to prevent issues before they impact employees, reduce operational complexity, and streamline IT environments, without the clutter of multiple tools. With ControlUp, IT works smarter, employees stay productive, and the workday runs itself. One platform. One powerful shift in how work flows. No tool sprawl. No wasted time. No interruptions. Just technology that runs smoothly, so people can get on with work that matters.\nThe Role\nAs an Enterprise Customer Success Manager, your primary mission is to ensure that our most strategic customers are achieving meaningful, measurable outcomes with ControlUp, and that the right people within their organization are aware of and aligned with that value. What you own is the customer’s success: their adoption, their results, and their confidence that ControlUp is delivering on its promise. You will also be responsible for proactively identifying risk in your accounts - whether related to adoption, engagement, satisfaction, or environment health - and for taking ownership of escalating and driving resolution before those risks become problems. You will serve as the primary quarterback for your portfolio, with access to any resource or subject matter expert you need from Support, R&D, Marketing, and Management to drive that success.\nWho we’re looking for\nWe’re looking for a strong communicator and natural leader who takes initiative, collaborates well, and is always looking to grow.\nYou are, at your core, a trusted advisor and outcome owner - not a salesperson. The best CSMs here are motivated by the genuine success of the customers they serve, and energized by helping senior IT leaders and executive stakeholders see and articulate the value ControlUp delivers. If that’s what drives you, you’ll thrive here.\nYou’re a strong leader and project manager, comfortable guiding senior IT professionals, executive stakeholders, and business unit leaders through our customer lifecycle methodology and value pyramid conversations.\nYou’re highly organized and disciplined about where you spend your time. Knowing where not to focus matters as much as being able to prioritize your top accounts.\nYou will not be responsible for structured product training, though you will be expected to know the product deeply - every component of the ControlUp suite - and fluently guide customers on how different capabilities can serve their goals.\nYou will not be responsible for single-handedly executing technical implementation, but you will own it as a project manager - coordinating resources, keeping things on track, and ensuring successful outcomes.\nYou will not be responsible for troubleshooting issues, but knowing when and how to point a customer in the right direction (a relevant KBA, the right support contact) will quickly set you apart.\nHow You’ll Spend Your Day\nManage the full lifecycle of a portfolio of enterprise customers.\n\nProactively identify and monitor account risk - including signals related to adoption gaps, disengaged stakeholders, unresolved issues, or environment instability - and take clear ownership of escalating and driving mitigation. When risk surfaces, you don’t hand it off; you lead the response, coordinate the right internal resources, and stay accountable until it is resolved.\n\nIdentify when customers are underutilizing capabilities that would meaningfully advance their stated goals, and guide them toward fuller adoption, because unrealized value is a risk to the relationship, not just a missed commercial opportunity.\n\nBuild and maintain close relationships with senior IT professionals managing highly complex environments and be their trusted advisor.\n\nThrough a consultative approach, guide your customers through how to optimize their experience with ControlUp, to get the highest ROI.\n\nWork closely with sales, marketing, product, and other departments on customer requirements.\n\nBe a customer advocate and the voice of the customer within ControlUp.\n\nBuild and maintain a stakeholder map for each account; proactively ensure that the value customers are realizing with ControlUp is being actively surfaced and communicated to the decision-makers, sponsors, and executive stakeholders who need to see it - not just day-to-day users.\n\nUnderstand customer use cases and work processes to provide the best guidance on how to optimize product usage and unlock the most value.\n\nYour Experience and Qualifications\nExcellent written and verbal English communication skills; proficiency in other languages (especially Portuguese) is a plus.\n\nExperience in an EUC or similar software company\n\nCritical thinker, generally curious, problem solver\n\nProven experience in building multi-threaded stakeholder relationships in Fortune 100 companies\n\nPositive attitude and very customer-centric; always willing to put the customers' needs first.\n\nStrong written and verbal communication skills; ability to translate product usage and technical outcomes into business value narratives that resonate with executive and business stakeholders - not just technical audiences\n\nExcellent organization, note-taking, project management, and time management skills\n\nExceptional attention to detail, accuracy, proactivity, and the ability to anticipate needs.\n\nSome travel required\n\nPreferred Qualifications\nExperience with Outreach.io, Chorus, Salesforce, Slack, Splunk, Zoom, Clari, Confluence, and/or EverAfter is a huge plus.\n\nWorking knowledge of VDI - Citrix VMware virtualization solutions.\n\nPrevious experience in SaaS and/or IT space.\n\nExperience with the MEDDICC/MEDDPICC framework.\n\nPreferred Experience in one or more of the following roles\nCustomer Success Manager\n\nTechnical Account Manager\n\nIT manager\n\nProject Manager\n\nSolutions Consultant / Pre-Sales Engineer (valued for technical advisory skills, not sales background)\n\nSoftware Support\n\nCustomer Service","description_format":"text","description_chars":6158,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Portuguese","level":"All levels","optional":true},{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Service & Asset Management","Managed IT Services (MSP)"],"lifecycle":[{"event":"open","at":"2026-09-11T09:11:56Z"},{"event":"close","at":"2026-10-29T19:28:32Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/controlup-enterprise-customer-success-manager-us","json_url":"https://alion.io/job/controlup-enterprise-customer-success-manager-us.json","meta":{"generated_at":"2026-11-01T01:27:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2263,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":673596},"rest":"https://alion.io/mcp/rest/get_company?id=673596"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcontrolup-enterprise-customer-success-manager-us"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcontrolup-enterprise-customer-success-manager-us"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcontrolup-enterprise-customer-success-manager-us"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/controlup-enterprise-customer-success-manager-us\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcontrolup-enterprise-customer-success-manager-us"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":728753}},{"tool":"search_jobs","arguments":{"company":"controlup.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":728753},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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