Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the entire customer relationship from the point of implementation handoff through to renewal and expansion.

• Manage a portfolio consisting of 20–25 predominantly mid-market accounts, along with a few enterprise accounts.

• Cultivate relationships with executive buyers, senior decision-makers, and other key stakeholders.

• Lead strategic discussions aimed at mitigating risks and fostering alignment.

• Develop and oversee the renewal strategy, narrative, and execution process.

• Coordinate the resolution of escalations and ensure effective communication throughout the resolution process.

• Identify and address potential customer risks, while providing feedback across internal teams.

• Define and monitor customer success metrics linked to overarching business goals.

• Ensure successful outcomes related to key use cases and planning cycles.

• Promote the adoption of features critical to retention and identify opportunities for expansion.

• Advise customers on their workflows and review configurations to mitigate data exposure risks.

• Manage customer onboarding, training, coaching, and the creation of enablement documentation.

• Oversee the handoff from implementation to Customer Success Management (CSM) and guarantee account continuity.

• Relay customer feedback, trends, and insights to the Product and Engineering teams.

• Collaborate with Sales, Support, and Product teams to enhance customer outcomes.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success, SaaS consulting, or a related domain.

• A demonstrated history of managing enterprise customer relationships, including renewals and commercial negotiations.

• Strong executive presence, with the ability to manage relationships with C-suite and VP-level stakeholders comfortably.

• Experience with SaaS implementations, project management, and cross-functional teamwork.

• Ability to comprehend and provide consultation on complex workflows within People, Finance, and Recruiting functions.

• Proficient in translating customer needs into product feedback and strategic recommendations.

• Experience in a high-growth startup environment is a plus.

🏝️ Benefits

• Bonus range of $30K–$34.5K.

• An inclusive employer and a workplace that values diversity.