Department: Customer Experience Locations: Remote US Job Requisition ID: JR001817

About the Team

Reforge Learning is a small, high-impact commercial team operating at the intersection of world-class education and AI-powered product tooling. Recently acquired by Miro, the visual workspace used by 60M+ people and 99% of the Fortune 100, Reforge is entering a pivotal growth stage with more resources, more reach, and a bigger mandate than ever before. The Customer Success team sits at the center of it all, working closely with Sales, Product, and Marketing to ensure that Reforge’s most strategic customers, product leaders at Microsoft, Google, Capital One, and McKinsey, are wildly successful. This is a small team doing important work, and every person on it has a real voice in shaping what comes next.

About the Role

Reforge has built some of the strongest enterprise relationships in the product management world, and this role exists to deepen, protect, and grow them. As a Senior Customer Success Manager, you will own a portfolio of Reforge’s most strategic accounts and serve as the primary advocate and trusted advisor to senior product leaders at some of the world’s most respected organizations. This is not a maintenance role. Retention rates across the enterprise book need improvement, and we need someone with the horsepower, creativity, and builder mindset to fix that while also helping architect the CS function that will scale beyond your own book of business. You will balance the day-to-day execution of account management with the strategic work of building systems, playbooks, and engagement models that define what great Customer Success looks like at Reforge. If you are energized by high-stakes relationships, ambiguous environments, and the opportunity to build something lasting, this is your role. The low retention baseline is not a secret. It is the opportunity. If you fix it, the upside is real and uncapped.

What you’ll do

• Own a portfolio of Reforge’s most strategic enterprise accounts including Microsoft, Google, Capital One, McKinsey, and others. Serve as the primary trusted advisor to VP and C-suite product leaders across multi-year, high-value relationships.
• Drive retention and expansion as your primary commercial responsibility. Proactively identify at-risk accounts, design targeted intervention strategies, and ensure every account renews and grows.
• Build the Customer Success function from the ground up by developing playbooks, health scoring models, onboarding frameworks, and engagement cadences that will serve as the foundation for the team as it scales.
• Act as the critical feedback loop between customers and internal teams by surfacing product insights, roadmap input, and customer sentiment to Sales, Product, and Marketing in a way that directly influences what gets built.
• Partner with the Enterprise Sales leader on go-to-market strategy, renewal negotiations, and expansion opportunities...