Enterprise Customer Success Manager
About FLORA:
We build creative tools for the new creative class—an intelligent canvas where the best AI models enable professional craft. We're a team of ~20, with $52M of capital raised from exceptional investors like Redpoint Ventures, Hanabi Capital, Menlo Ventures, Justin Kan, and Gabe Whaley (founder of MSCHF). Our customers span a variety of creative industries and include Pentagram, Lionsgate, and Nike.
About the Role:
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.
You'll Work On:
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
We’re looking for people who have:
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.
Exceptionally Strong Candidates Might Also Have:
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
What We Offer:
Competitive base salary + performance-based bonus tied to renewal and expansion targets
Equity participation in a high-growth startup Generous
PTO and wellness benefits A collaborative, creative, and mission-driven team culture
The opportunity to shape the Customer Success function from the ground up