Customer Success Manager (CSM) - Enterprise

MoeGo is the all‑in‑one SaaS platform revolutionizing pet care operations for multi‑location grooming, boarding, and daycare businesses. As we scale our enterprise practice, our Implementation team is our competitive edge—delivering seamless, high‑impact rollouts that become lasting customer partnerships.

Role Overview

As an Enterprise Customer Success Manager, you’ll be the strategic owner of MoeGo’s largest and most complex customer relationships post-implementation. You’ll guide customers through continued value realization, from operational ROI to long-term innovation and system-wide transformation.

This role is not just about renewals. It’s about becoming a trusted partner to visionary operators, helping them scale with confidence, make data-backed decisions, and unlock the full power of MoeGo.

You’ll work closely with enterprise executives, implementation managers, product, and support. You need to be mature, fast-learning, and outcome-driven, balancing strategic thinking with a builder’s mindset.

Key Responsibilities

Strategic Post-Implementation Product Success

• Own the long-term success of MoeGo’s enterprise customers after implementation is complete.

• Partner with customers to drive meaningful outcomes across their organization — from operational excellence to financial impact.

• Guide customers through MoeGo’s enterprise value journey, helping them move from early wins to scaled operations, measurable ROI, and long-term innovation.

• Use a product-led lens to uncover opportunities for deeper adoption, smarter workflows, and strategic use of MoeGo’s evolving capabilities.

Executive Stakeholder Engagement

• Build deep relationships with franchisors, multi-unit operators, and PE-backed executives.

• Lead outcome-driven QBRs with metrics that matter — profitability, retention, cost-to-serve, and adoption trends.

• Proactively align MoeGo’s evolving capabilities with the customer’s growth and transformation roadmap.

Expansion Strategy & Product Growth

• Spot friction and opportunity through usage analytics, location-level performance, and frontline insights.

• Collaborate with product and engineering teams to validate enterprise needs and pilot solutions that scale.

Internal Advocacy & System Building

• Help define MoeGo’s enterprise CSM playbook — from account health scoring to success planning frameworks.

• Act as the voice of the customer, turning field insights into structured feedback that shapes product strategy and enterprise operations.

We’re Looking for Someone Who:

• Has 5+ years of enterprise CSM or strategic account management experience, preferably in B2B SaaS.

• Has strong executive communication skills — can talk numbers, vision, and implementation strategy.

• Is strategic yet hands-on — thrives in ambiguity and enjoys building structure from scratch.

• Is a fast learner with deep customer empathy, able to understand both the frontline experience and C-suite goals.

• Bonus: Experience working with SMB tech adoption across multi-location businesses or franchise operators.

MoeGo offers a competitive compensation package (base salary, performance bonus, and benefits). This includes flexible benefit plans to employees and their family members at no cost to the employees and 401(k) matching.

MoeGo is committed to creating a diverse and inclusive work environment, and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.