Enterprise Customer Success Manager

**Job Description** Enterprise Customer Success Manager **Location:** Ann Arbor, MI - Remote **About Deque** Deque enables businesses and organizations to make their sites and apps accessible to everyone, including people with disabilities. Women-owned and operated, with core values of innovation, delivering promises, can-do attitude, open communication, caring deeply, and humility. The Role Senior, commercial role owning post-sale relationships and net revenue retention for a portfolio of strategic enterprise accounts. Strategic partner for accessibility programs and primary driver of renewal and expansion outcomes. What You’ll Own - Revenue & Retention: Own NRR for assigned portfolio. Drive on-time renewals, gross revenue protection, and net expansion. Identify upsell/cross-sell opportunities. Forecast accurately in Salesforce. - Customer Strategy & Outcomes: Build account-specific success plans tied to measurable business outcomes. Run executive business reviews demonstrating ROI. Develop multi-threaded relationships across business, technical, legal, and procurement stakeholders. - Accessibility Expertise & Regulatory Guidance: Keep customers informed on WCAG updates, ADA enforcement, EU Accessibility Act timelines. Guide shift-left adoption and AI-assisted development compliance. - AI-Powered Portfolio Management: Leverage AI tools to monitor account health, accelerate meeting prep, QBR development, and executive communication. - Cross-Functional Collaboration: Partner with Sales, Services, Product, and Support. Identify customers for success stories and connect with Marketing. **Requirements** - 5+ years in Customer Success, Account Management, or strategic client-facing role in B2B SaaS. - Demonstrated ownership of enterprise account portfolios with direct accountability for NRR, GRR, or comparable metrics. - Track record in renewals and expansion with Fortune 500 or complex enterprise accounts. - Experience facilitating C-suite/VP-level business reviews driving the agenda. - Active use of AI tools in daily work (health scoring, meeting prep, account analysis, scaled communication). - Proficiency with Salesforce for pipeline management, renewal tracking, and forecasting. - Exceptional written and verbal communication skills. - Willingness to travel for strategic customer on-sites. What Sets You Apart - Fluency and intention in using AI tools for better work, not just time savings. - Experience in accessibility, compliance-driven SaaS, developer tooling, or regulated-industry technology. - Familiarity with shift-left development methodologies and driving adoption with engineering/product teams. - Experience in a CS organization treating NRR as a strategic metric. Why Deque Mission: Digital Equality. Web accessibility software and services company working with enterprise-level businesses to ensure accessible sites and mobile apps. How to Apply Submit resume and cover letter. Applications without a cover letter will not be considered. In cover letter, explain interest in Deque and alignment with core values, and depict differentiating attributes. **Salary Range:** $125,000-$150,000 (based on skills, abilities, and experience). Equal Employment Opportunities. Reference and background checks required.