Senior Customer Success Manager

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

📋 Description

• Manage a portfolio of high-value accounts, responsible for retention (Gross Revenue Retention) and growth (Net Revenue Retention).

• Clearly communicate the business value, linking product usage to important outcomes for senior stakeholders.

• Develop and maintain proactive account strategies, identifying potential risks and opportunities for expansion at an early stage.

• Acquire adequate product knowledge to establish credibility with customers, utilizing internal resources for deeper insights when necessary.

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

• Willingness to travel approximately 20% of the time for customer engagements, team meetings, and company events.

⛳️ Requirements

• Executive Presence. Demonstrated ability to earn trust with senior stakeholders and confidently lead high-stakes discussions.

• Value-Oriented. Proven history of aligning product usage with business outcomes, resulting in enhanced retention and expansion.

• Established experience managing a B2B SaaS portfolio — devising account strategies, mitigating risks, and achieving retention and growth results across a diverse range of accounts.

• Thrives in an AI-enhanced environment, adapting to new tools and processes as they evolve.

• Familiarity with ERP, time tracking, workforce management, or comparable back-office software is advantageous.

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

🏝️ Benefits

• Opportunity to work with a dynamic team in a fast-paced environment.

• Competitive salary and performance-based incentives.

• Comprehensive benefits package including health, dental, and retirement plans.

• Professional development opportunities to further your skills and career.