Senior Customer Success Manager

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

📋 Description

• Manage a portfolio consisting of 12–15 accounts, which includes several large clients currently undergoing onboarding.

• Cultivate relationships with executive sponsors and essential daily contacts.

• Oversee the executive onboarding segment of implementations, ensuring that all stakeholders are aligned on objectives and success metrics.

• Facilitate the adoption of core product functionalities while identifying potential areas for future growth.

• Effectively finalize the onboarding process for your active clients and transition them into a post-implementation success management phase.

• Develop “3 wide, 3 deep” relationships across your client accounts.

• Collaborate with internal teams (product, support, implementation) to address customer challenges and influence prioritization on the roadmap.

• Conduct impactful QBRs/EBRs (both onsite and virtual) with executive stakeholders, utilizing data-driven insights to highlight customer performance and opportunities.

• Advance 4–5 qualified expansion opportunities in collaboration with our Account Executives.

• Leverage customer data to generate actionable insights that enhance adoption and executive alignment.

• Be acknowledged by your clients as a trusted advisor who provides measurable business value.

• Consistently promote deeper adoption throughout your portfolio.

• Collaborate with the sales team to create new opportunities through referrals.

• Generate a minimum of 8 expansion opportunities within your assigned accounts.

⛳️ Requirements

• 5+ years of experience in a Customer Success Manager role or other customer-facing position in a dynamic environment, ideally in SaaS and/or Fintech or consulting.

• Willingness to travel up to 15 percent for QBRs, onboarding workshops, and executive meetings.

• Demonstrated success in managing a portfolio of 10-20 highly complex B2B accounts, each generating six figures in ARR, where success relies on navigating fragmented decision-making rather than managing high-volume transactional relationships.

• Possess executive presence and the capability to guide senior stakeholders through onboarding and strategic evaluations.

• Comfortable expressing a viewpoint with senior stakeholders and constructively challenging them when necessary; distinguishes between maintaining harmony and acting in the customer’s best interest.

• Resilient and adaptable when engaging with fragmented or less mature customer organizations.

• Proactive and ownership-oriented, capable of advancing initiatives in ambiguous settings while honoring established processes.

• Commercially astute with a proven track record of identifying and driving expansion opportunities.

• Advises customers rather than merely serving them: identifies root causes before suggesting solutions, supports recommendations with data, and is willing to challenge a customer's assumptions when appropriate.

• Strong collaborative skills with a history of working cross-functionally, particularly with product teams, to achieve customer outcomes.

• Technical proficiency and the ability to translate product capabilities into business value.

• Experience in financial services or other regulated sectors is strongly preferred; open to candidates from adjacent industries with experience managing complex, evolving organizations.

🏝️ Benefits

• Remote Flexibility: Enjoy the freedom to work remotely from anywhere, achieving a seamless balance between life and career.

• Unforgettable Off-Sites: Twice a year, strengthen bonds with colleagues in exciting locations, encouraging teamwork and innovative ideas.

• Paid Time Off: Benefit from flexible PTO days each year for relaxation and rejuvenation.

• Stock Options: Join us and gain a stake in our success, as you will receive stock options as part of your compensation package.

• Home Office Setup: Design your ideal workspace with a dedicated budget for home office necessities.

• Work Trip Budget: Enhance your personal and professional growth with a budget for work-related travel and co-working opportunities.

• Health Coverage: Prioritize your health with comprehensive health and dental insurance plans.