Senior Customer Success Manager

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

📋 Description

• Develop and nurture robust relationships between ChartHop and executive buyers, senior decision-makers, and various stakeholders within each account.

• Regularly facilitate strategic conversations with leadership to reduce risk and enhance internal alignment and focus.

• Initiate discussions regarding renewals and take full ownership of the renewal narrative, strategy, and execution.

• Propel and enable quick, coordinated resolution of escalations by identifying risks early, delegating responsibilities internally, and maintaining clear communication until resolution is reached.

• Actively identify and address risks before they escalate by gathering feedback from internal teams and taking appropriate actions.

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

• Ensure successful outcomes for key use cases and planning cycles.

• Promote the adoption of retention-critical features and identify opportunities for account expansion through additional modules or deeper use of existing ones.

• Act as a product subject matter expert and workflow consultant.

• Lead the customer enablement strategy: onboard, train, and coach customers to independently manage ChartHop as administrators and users, supported by enablement documentation.

• Oversee the transition from implementation to Customer Success Manager, absorbing full account context to ensure seamless continuity.

• Serve as the structured voice of the customer within the organization.

⛳️ Requirements

• 5+ years of experience in Customer Success, SaaS consulting, or a related field.

• 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.

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

• Ability to comprehend and consult on intricate workflows across People, Finance, and Recruiting functions.

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

• Experience within a high-growth startup environment (preferred).

🏝️ Benefits

• Equity offerings.

• $25K bonus.