Senior Customer Success Manager

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

📋 Description

• Manage a portfolio of high-profile accounts, responsible for retention (GRR) and growth (NRR).

• Clearly articulate the business value, linking product usage to relevant outcomes for senior stakeholders.

• Create and sustain proactive account strategies, identifying risks and opportunities for expansion early on.

• Acquire sufficient product knowledge to engage credibly with customers, utilizing internal resources for deeper insights when necessary.

• Leverage AI-generated insights to prioritize impactful tasks and navigate effectively within changing workflows.

• Travel around 20% of the time for customer meetings, team events, and company gatherings.

⛳️ Requirements

• Demonstrated ability to earn trust from senior stakeholders and lead critical discussions with confidence.

• Proven experience in linking product usage to business results, enhancing both retention and expansion.

• Established history of managing a B2B SaaS portfolio, crafting account strategies, mitigating risks, and achieving retention and growth across a diverse range of accounts.

• Enjoys working in an AI-driven environment and adapts to evolving tools and processes.

• Familiarity with ERP systems, time tracking, workforce management, or similar back-office applications is advantageous.

• Proven success in driving customer growth through upselling, cross-selling, or adoption-led initiatives.

🏝️ Benefits

• Equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, or genetics.

• Remote work available throughout the United States.

• Approximately 20% travel required for customer meetings, team gatherings, and company events.