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The Senior Enterprise Customer Success Manager will oversee a portfolio of large US enterprise accounts, conducting QBRs, identifying growth opportunities, and refining customer success processes globally.
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
- 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
- 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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