Enterprise GTM Customer Success Manager

Remote | Full-Time | B2B SaaS ABOUT THE COMPANY Warmly is the AI-native GTM platform that learns your business. Two AI agents — Inbound Agent and TAM Agent — powered by one context graph, deliver full-funnel coverage: de-anonymizing website visitors at the person level, surfacing real-time buying intent, and deploying autonomous agents that engage prospects via chat, email, and ads the moment they’re ready to convert. Backed by Y Combinator, Felicis, NFX, Sequoia, and RTP Global with $17M+ raised, we crossed $7M ARR in early 2026 with 350+ customers including New Relic, Cyberhaven, and CircleCI. ABOUT THE ROLE This is not your typical CSM role. As Warmly’s Enterprise GTM Customer Success Manager, you’ll own the entire customer journey from onboarding through renewal — and you’ll be directly accountable for hitting 85% Gross Revenue Retention (GRR) and 110% Net Revenue Retention (NRR) across your book of business. You’ll be the trusted advisor ensuring customers realize value quickly, adopt best practices, grow with Warmly, and renew year after year. But you’ll also be expected to step well outside the traditional CS comfort zone: diving deep into the product, building workflows on behalf of customers, understanding how leads funnel through the sales and marketing tech stack, and managing renewals end to end. This role combines onboarding, implementation, adoption, expansion, and renewal into one seat — giving you full ownership of the customer experience and direct impact on revenue outcomes. WHAT YOU’LL DO Own Renewals End to End: Lead every renewal conversation from first touch to closed deal. Proactively mitigate churn risk and deliver against 85% GRR and 110% NRR targets for your book of business. Onboard & Implement: Manage smooth handoffs from Sales, lead structured implementations, configure the product, build out custom workflows on behalf of customers, and deliver training that drives early adoption. Drive Adoption & Value: Monitor usage, remove friction, and guide customers toward achieving th