Senior Customer Success Manager

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

📋 Description

• Take charge of strategic account planning for intricate enterprise clients.

• Design and implement long-term success plans aligned with measurable business outcomes and return on investment (ROI).

• Foster trusted-advisor relationships with stakeholders at the Director, VP, and C-suite levels.

• Manage the renewal lifecycle, ensuring accuracy in forecasting, monitoring health scores, and analyzing usage trends.

• Recognize and address account risks to prevent customer churn.

• Monitor, evaluate, and respond to customer satisfaction metrics and key performance indicators (KPIs).

• Discover expansion opportunities and collaborate with Sales on upselling and cross-selling initiatives.

• Act as the main escalation point for accounts that are at risk or particularly complex.

• Organize cross-functional teams to resolve customer issues.

• Lead Quarterly Business Reviews to showcase value and pinpoint optimization avenues.

• Enhance customer success processes, team productivity, customer outcomes, and scalable growth.

• Work together with Product, Support, Engineering, Sales, and Implementation teams.

• Advocate for customer feedback to drive improvements in products, services, and project roadmaps.

• Mentor Customer Success Managers (CSMs) and share effective practices.

• Report to the Director of Customer Success and provide mentorship to senior individual contributors.

⛳️ Requirements

• Strong technical skills, preferably with knowledge in networking concepts, Wi-Fi infrastructure, topology, or IT environments.

• 5–10+ years of experience in Customer Success, SaaS, Technical Account Management, or similar client-facing roles.

• Demonstrated ability to manage complex, enterprise-level accounts while driving relationship management, retention, and growth.

• Solid business and financial understanding, linking product usage metrics to revenue growth and customer ROI.

• Executive-level communication skills and presence.

• Proven track record leading Quarterly Business Reviews (QBRs) and simplifying technical concepts for stakeholders at the Director, VP, and C-suite levels.

• Familiarity with enterprise accounts; experience in hospitality, multi-dwelling units (MDU), or similar service-driven sectors is advantageous.

• Experience managing renewal and forecasting processes, including health scoring and churn reduction strategies.

• Proficient in using CRM and Customer Success platforms, such as HubSpot and Zendesk.

• Familiarity with modern AI tools for sentiment analysis and health monitoring.

• Strong analytical, problem-solving, and attention-to-detail skills.

• Ability to juggle multiple priorities across a complex portfolio of enterprise accounts in a fast-paced environment.

• Willingness to work across global time zones as required.

• Occasional travel for company meetings or customer onsite engagements may be necessary.

• A BS/BA degree or equivalent experience/certifications is strongly preferred.

• Previous experience in mentoring or informally leading other CSMs is highly preferred.

• Candidate must reside in the United States.

• Must be legally authorized to work for any employer in the US.

• Eleven is unable to sponsor candidates.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance.

• 401(k) retirement plan.

• Flexible paid time off policy with no set number of vacation days (Balanced Time Off).

• 11 paid holidays per year.

• Company-wide holiday break at the end of the year.

• Option for remote work.