Senior Customer Success Manager

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

📋 Description

• Act as a strategic ally to clients, promoting business results that extend beyond mere platform usage.

• Manage the complete customer relationship from the transition of implementation to renewal and expansion stages.

• Develop and nurture connections with executive buyers, key decision-makers, and stakeholders within accounts.

• Identify champions, detractors, and essential contacts to reduce turnover risk.

• Facilitate high-level strategic discussions and ensure internal alignment.

• Initiate and lead conversations regarding renewals, including strategy, narrative, and execution.

• Oversee escalation resolutions and ensure effective communication throughout the resolution process.

• Proactively recognize and address customer risks.

• Define and monitor customer success metrics aligned with business objectives.

• Guarantee successful outcomes for critical use cases and planning cycles.

• Promote the adoption of features vital for retention and pinpoint opportunities for expansion.

• Function as a subject matter expert on the product and as a consultant for workflows.

• Manage customer enablement activities, including onboarding, training, coaching, and documentation.

• Responsible for the transition from implementation to Customer Success Management (CSM).

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

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

• Success is evaluated based on Gross Revenue Retention (GRR), Net Revenue Retention (NRR), customer health, renewal success, forecasting precision, and adherence to risk mitigation strategies.

⛳️ Requirements

• Over 5 years of experience in Customer Success, SaaS consulting, or a similar domain.

• Demonstrated success in managing enterprise customer relationships, including renewals and commercial negotiations.

• Strong executive presence — adept at managing relationships with C-suite and VP-level stakeholders.

• Background in SaaS implementations, project management, and cross-functional teamwork.

• Capability to understand and consult on intricate workflows across People, Finance, and Recruiting functions.

• Skilled in translating customer requirements into product feedback and strategic guidance.

• Experience with a rapidly growing startup (preferred).

• Legally permitted to work in the United States.

• Must indicate whether sponsorship will be needed now or in the future.

🏝️ Benefits

• Equity

• Bonus