Senior Enterprise Customer Success Manager (US)
At JetBrains, we build tools that developers love. Our enterprise customers rely on our products to power mission-critical software development at scale.
We’re looking for a Senior Enterprise Customer Success Manager to help us build and scale a world-class enterprise engagement model.
This role will own a portfolio of our largest US-based customers operating under multi-year agreements. You’ll act as the primary business partner, ensuring customers realize value from their investment while identifying opportunities to expand usage across teams and products.
This is a foundational role. You won’t just manage accounts, you’ll help design the processes, structure, and standards that shape how JetBrains engages enterprise customers globally.
What you’ll do
- Own a portfolio of ~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)
- Act as the primary business point of contact for enterprise customers
- Build and refine customer success processes that can scale globally
- Contribute to long-term enterprise growth strategy
What we’re looking for
- 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
What makes this role unique
- You’ll shape how JetBrains engages enterprise customers at scale
- You’ll help design a global QBR framework
- You’ll work directly with leadership to build a scalable retention engine
- You’ll have visible impact on multi-million dollar enterprise relationships
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