Enterprise Customer Success Manager

This is a senior, commercial role. As an Enterprise Customer Success Manager at Deque, you will own the post-sale relationship and net revenue retention for a portfolio of strategic enterprise accounts. You are not a support escalation point — you are the strategic partner your customers rely on to build and execute their accessibility programs, and the primary driver of renewal and expansion outcomes for your book of business.

You will manage complex, multi-stakeholder relationships at Fortune 500 and regulated-industry accounts, run executive business reviews that demonstrate measurable ROI, and use data and AI to stay ahead of risk and opportunity across your portfolio. You will be expected to bring sharp judgment, commercial instincts, and deep knowledge of the accessibility landscape to every customer interaction.

You will work daily in Customer 360, Deque’s customer intelligence platform, to monitor account health, track tool adoption, and surface risk signals before they become renewal conversations. You are expected to use Deque 360 proactively — not as a reporting tool, but as the operational backbone of how you manage your portfolio. The insights it surfaces are only as valuable as the actions you take on them.

Revenue & Retention

• Own NRR for your assigned portfolio. Renewals are not a finish line — they are a result of the strategic work you do all year. You are accountable for on-time closes, gross revenue protection, and net expansion above your baseline.
• Drive expansion. Identify upsell and cross-sell opportunities grounded in customer outcomes, not quota pressure. Build the business case alongside your AE and advance it through the right stakeholders.
• Forecast accurately. Maintain a current, defensible view of renewal risk and expansion potential in Salesforce. No surprises at quarter-end.

Customer Strategy & Outcomes

• Build account-specific success plans tied to measurable business outcomes — not generic templates. Each plan should connect the customer’s accessibility program maturity to their broader compliance, brand, and product goals.
• Run executive business reviews that demonstrate ROI, surface risk proactively, and advance the relationship. If your QBR is a slide deck recap of ticket volume, it’s not a QBR.
• Develop multi-threaded relationships across business, technical, legal, and procurement stakeholders. Single-threaded accounts are a retention risk — eliminate them.

Accessibility Expertise & Regulatory Guidance

• Keep customers informed on regulatory and standards changes — WCAG updates, ADA enforcement activity, EU Accessibility Act timelines — and help them understand the implications for their program. When news breaks, your job is to translate the signal, not the noise, and bring in the right Deque resources to help them act.
• Guide customers through shift-left adoption — helping engineering and product teams build accessibility into the development lifecycle, not retrofit it at the end. As AI-assisted development accelerates how fast products are built, the window to catch and prevent accessibility issues gets shorter. Your customers need a strategy for making sure their AI-generated and AI-accelerated code meets accessibility standards before it ships, not after.
• Be the internal voice of your customers with specificity: not just “they’re unhappy” but a clear articulation of what they need, why it matters to their business, and what Deque should do about it. Identify trends across your book and bring specific examples to the internal team.

AI-Powered Portfolio Management

• Leverage AI tools to monitor account health at scale — synthesizing usage data, support signals, and engagement patterns into a prioritized action list, not a passive dashboard.
• Use AI to accelerate meeting prep, QBR development, and executive communication so you can focus your time on the conversations that require human judgment.
• Stay current on AI capabilities relevant to accessibility workflows. Customers are evaluating AI-assisted testing and remediation tools — you should be ahead of those conversations, not catching up.

Cross-Functional Collaboration

• Partner with Sales, Services, Product, and Support to resolve issues fast and advance customer programs. Know when to escalate and how to keep the customer relationship intact while doing so.
• Identify customers who are strong candidates for success stories and connect them with Marketing. You know your accounts best — when a customer has a compelling outcome, flag it. Marketing will take it from there.

• 5+ years in Customer Success, Account Management, or a strategic client-facing role in a B2B SaaS environment.
• Demonstrated ownership of enterprise account portfolios with direct accountability for NRR, GRR, or comparable revenue retention metrics.
• Track record in managing renewals and expansion conversations with Fortune 500 or similarly complex enterprise accounts.
• Experience facilitating C-suite and VP-level business reviews where you drove the agenda, not just presented slides.
• Active, demonstrated use of AI tools in your day-to-day work — health scoring, meeting prep, account analysis, or scaled communication. You can give examples.
• Proficiency with Salesforce for pipeline management, renewal tracking, and forecasting.
• Exceptional communication skills, written and verbal. You follow through on what you say, on time, without being chased.
• Willingness and ability to travel for strategic customer on-sites.

• You use AI tools with fluency and intention — not just to save time, but to do better work. You can speak concretely about how AI has changed how you manage accounts, prepare for customer conversations, or spot risk earlier. Bonus if you have experience advising customers on how to integrate AI into their own product development workflows.
• Experience in accessibility, compliance-driven SaaS, developer tooling, or regulated-industry technology.
• Familiarity with shift-left development methodologies and experience driving adoption with engineering and product teams.
• You’ve worked in a CS organization that treats NRR as a strategic metric and can speak to how that shaped your approach.