Senior Customer Success Manager

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

📋 Description

• Oversee a portfolio of around 40–50 mid-market clients, prioritizing retention, adoption, satisfaction, and overall strategic health.

• Lead onboarding initiatives to ensure quick time-to-value and robust adoption pathways.

• Assess customer health through data analysis and qualitative indicators; pinpoint at-risk accounts and suggest corrective measures.

• Create and implement customer success strategies that align with the business objectives of clients.

• Facilitate renewal discussions and develop strategies for mitigating risks in collaboration with Sales.

• Discover opportunities for expansion and advocate for them through effective value communication and coordinated efforts with Strategic Account Executives.

• Perform regular business reviews to showcase value delivery and strengthen relationships.

• Act as the internal advocate for the customer to promote product enhancements and operational improvements.

• Work in partnership with Product, Support, Marketing, Sales, and other departments to ensure a seamless customer experience.

• Utilize AI tools on a daily basis for account research, gathering customer insights, success planning, preparing for QBRs, identifying risks, and managing internal workflows.

• Report directly to the Head of Customer Success.

⛳️ Requirements

• Proven experience managing about 40–50 mid-market customer accounts.

• Capability to cultivate deep, long-lasting relationships with key customer stakeholders.

• Ability to clearly articulate value across various roles, from end-users to executive leaders.

• Skill in interpreting customer and usage data to drive proactive initiatives.

• Proactive in anticipating challenges and collaboratively driving solutions.

• Understanding of customer business models and the ability to align solutions with desired outcomes.

• Collaborates effectively with Sales, Product, Support, and other internal teams.

• Proficient in using AI as an integral part of work, including task delegation, effective direction of AI, critical evaluation of outputs, and constructing AI-enabled workflows.

• Must have permanent and unrestricted right to work in the country of residence without any current or future sponsorship.

• Willingness to work during CST/EST hours.

🏝️ Benefits

• Engaging work with significant impact for a highly regarded product.

• Competitive salaries that reflect market rates.

• Stock options with a 4-year vesting timeline.

• Comprehensive medical, dental, and vision insurance (90% coverage for employees and their dependents).

• Flexible Spending Account (FSA).

• 401K plan featuring profit sharing.

• Unlimited paid time off with an expectation of taking 3 weeks annually, in addition to 20 company holidays.

• Remote-friendly work environment with a monthly WFH stipend.

• Generous parental leave (primary: 16 weeks; secondary: 12 weeks).

• Coverage for short- and long-term disability and life insurance.

• Choice of laptop computer.

• Opportunities for internal mobility and professional growth.