Enterprise Customer Success Manager at Journeyfront – American Fork, Utah

About JourneyfrontJourneyfront is a enterprise software startup on a mission to transform how global organizations hire across the globe. Our intelligent hiring platform helps organizations hire the right people fast, powered by automation, AI, and other data-driven hiring tools.

Journeyfront is accelerating its expansion into enterprise markets. We’re looking for an experienced and strategic Enterprise Customer Success Manager to help us scale our impact with large, complex customer organizations.

Position SummaryAs an Enterprise Customer Success Manager (CSM), you’ll be the strategic partner to a portfolio of Journeyfront’s largest and most complex customers. Your mission is to drive measurable business outcomes, promote adoption and advocacy, and ensure long-term retention and growth. You’ll work cross-functionally with Sales, Product, Support, and Leadership teams to align Journeyfront’s value with enterprise customer goals.

This role requires a high degree of business acumen, relationship-building expertise, and the ability to navigate enterprise environments with multiple stakeholders. You will also contribute to the evolution of Journeyfront’s enterprise customer success strategy, processes, and best practices.

Key Responsibilities

• Strategic Partnership & Account Leadership
  • Serve as the executive point of contact for assigned enterprise customers, building trusted advisor relationships across senior HR and Talent stakeholders.

  • Drive onboarding, product adoption, and usage growth with a consultative, outcomes-driven approach.

  • Lead Quarterly Business Reviews (QBRs), renewal planning, and executive updates.

• Value Delivery & Retention
  • Align customer objectives with Journeyfront’s capabilities to ensure consistent delivery of measurable ROI.

  • Proactively identify and mitigate risk; resolve escalations with urgency and professionalism.

  • Ensure successful renewals and long-term customer satisfaction.

• Cross-Functional Collaboration
  • Partner closely with Sales to drive expansion and upsell opportunities.

  • Influence product development through structured customer feedback and roadmap alignment.

  • Collaborate with internal teams to ensure seamless service delivery and customer success.

• Process & Best Practice Development
  • Mentor junior CSMs and contribute to internal enablement and playbook development.

  • Continuously refine processes for onboarding, health scoring, and engagement management tailored to enterprise clients.

• Insights & Reporting
  • Track and report on key performance indicators (KPIs), including adoption, engagement, risk, and customer health.

  • Share customer success stories, use cases, and learnings internally to influence go-to-market strategies.

• Relationship Building
  • Build strong relationships of trust and collaboration with customer stakeholders / end users and Journeyfront team members.

Qualifications

• 5+ years of Customer Success, Strategic Account Management, or related experience with enterprise SaaS solutions.

• Demonstrated success managing $200K+ ARR accounts with complex stakeholder landscapes (i.e., a host of stakeholders across the organization with different needs and goals).

• Strong executive presence and communication skills — able to present to CHROs, VPs, and other senior leaders.

• Experience with value realization frameworks and driving customer ROI.

• Data-oriented mindset; able to analyze usage patterns and define strategic interventions.

• Excellent problem-solving, negotiation, and influence skills.

• Experience and skill with Microsoft tools (e.g., PowerPoint, Excel), Google Suite (e.g., Google Docs), Video Conferencing Solutions (e.g., Zoom, Teams,) and CRMs (e.g., Hubspot, etc.)

• Track record of success and excellence in a high responsibility and pressure environment(s)

• Passion for transforming hiring through data, science, and technology (experience in HR tech is a plus).

• Strong familiarity with hiring workflows, assessments, or talent acquisition processes is preferred (but not essential).

• Bachelor’s degree preferred (unless strong experience can substitute); degrees in business, HR, organizational development, or related field is a plus.

Why Join Journeyfront

• Competitive salary and compensation package

• Stock options — share in the company’s growth

• Health benefits (for you and your family)

• Work that matters: help shape the future of hiring

• High-impact role with executive visibility and growth opportunity

• Team-oriented, collaborative culture —be part of a team working together to accomplish something great