Enterprise Customer Success Manager

About the role

Tomorrow.io's Customer Success Team empowers countries, businesses, and individuals to prepare for and manage weather-related challenges that affect their operations, safety, and bottom line.

We're looking for an Enterprise Customer Success Manager (CSM) to join our US-based team. Enterprise CSMs play a strategic and hands-on role managing high-value, complex customer accounts across a variety of industries. In this role, you will operate with autonomy to drive measurable outcomes tied to customer success, adoption, and long-term value.

You will collaborate cross-functionally with Sales, Marketing, Product, and Enablement teams, serving as the primary relationship manager and strategic advisor to your customers. You will bring a consultative approach to growth planning, executive engagement, risk mitigation, and lifecycle management.

This position is ideal for someone who thrives in a fast-paced, data-driven, and mission-oriented environment - and who brings strong strategic thinking, structured communication, and customer empathy to every interaction.

Please note that this position is a hybrid role, and the Customer Team collaborates in person twice weekly at our HQ in Boston.

What you'll do

• Diagnose account health across complex enterprise accounts and proactively design success plans, renewal strategies, and multi-quarter adoption roadmaps aligned to customer goals and business value.
• Deliver strategic QBRs and executive business reviews across multiple stakeholders that demonstrate ROI and shape customer transformation using weather intelligence.
• Anticipate and mitigate risks to retention, using customer insights, adoption signals, and lifecycle data to guide intervention strategies.
• Lead product enablement conversations by connecting use cases to value, delivering tailored walkthroughs, and translating roadmap changes into actionable plans for the customer.
• Manage cross-functional alignment by collaborating with Account Management, Product, Science, and Enablement teams to resolve customer blockers, influence roadmaps, and build repeatable success.
• Influence expansion opportunities by identifying whitespace, advocating for deeper platform adoption, and partnering with Sales to shape commercial strategy.
• Troubleshoot customer challenges, and escalate feedback to internal stakeholders, ensuring swift resolution and continuous improvement.
• Contribute to scalable Customer Success programs by developing or improving playbooks, templates, and internal processes used across the CSM team.

What you bring

• 5+ years of experience in a Customer Success, Account Management, or Consulting role, with a focus on complex B2B SaaS and/or enterprise technology environments.
• Proven track record managing strategic customer relationships, driving retention and adoption, and influencing executive stakeholders.
• Strong strategic thinking, with the ability to tie product usage to business outcomes and confidently lead conversations with VP- and C-level contacts.
• Excellent communication skills (written and verbal), with a structured approach to presenting ideas, surfacing blockers, and facilitating alignment.
• High level of accountability and organization - capable of independently owning multiple accounts and coordinating across teams.
• Experience with Salesforce, Gainsight (or similar CS platforms), and CRM best practices.
• A strong learning mindset and curiosity about weather, operational risk, or data-driven technology is a plus.

Additional information

If you're excited to work at a world-changing company but don't meet every qualification, we still want to hear from you. Passion, curiosity, and drive are just as valuable as experience - let's talk!

If your experience is close but doesn't fulfill all requirements, please apply. Tomorrow.io is on a mission to build a special company. To achieve our goal, we are focused on hiring people with different backgrounds, perspectives, and experiences.

Pay and benefits

Regularly reviewing and adjusting pay practices to align with legitimate drivers of pay, such as job level, geographic location, and performance, demonstrates a commitment to maintaining equity within the organization.This commitment to ongoing assessment and improvement is key to creating a workplace that is not only diverse and inclusive but also fair and just.

Anticipated salary range for this role is $100-125k + variable compensation subject to local market and candidates skills and experience. Comprehensive health benefits, unlimited paid time off and other benefits included. Relocation assistance may be offered/available for certain roles.