Senior Customer Success Manager

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Facilitate measurable value realization within the initial 90 days following the sale, ensuring onboarding outcomes align with established business KPIs.

• Take ownership of renewal and expansion strategies, which encompass cross-sell and upsell initiatives.

• Enhance Net Revenue Retention through increased product adoption, seat expansion, and multi-threaded engagement.

• Construct and oversee renewal forecasts 90–120 days ahead.

• Cultivate relationships with decision-makers, economic buyers, and operational leaders.

• Empower internal champions with success plans, clear ROI articulation, and materials suitable for executive review.

• Acquire domain fluency in accounting firms and convert product capabilities into tangible business outcomes.

• Identify workflow inefficiencies and match product capabilities with measurable enhancements.

• Develop and maintain Success Plans linked to customer KPIs and growth objectives.

• Conduct high-level executive business reviews.

• Recognize churn indicators utilizing behavioral data, health metrics, and qualitative insights.

• Create save plans and contribute to scalable retention strategies.

• Collaborate with Sales on expansion strategies and intricate renewal negotiations.

• Work alongside Implementation, Support, Education, Marketing, Product, and Engineering teams.

• Translate customer insights into structured, data-driven product feedback.

• Utilize AI-driven tools, usage analytics, dashboards, and insights to prioritize actions.

⛳️ Requirements

• Located in the US or Canada, with experience in distributed, global teams.

• Over 7 years of experience in B2B SaaS, preferably in accounting or professional services software.

• Demonstrated history of managing renewals and generating measurable expansion revenue within complex accounts.

• Exceptional executive communication skills with the ability to clearly and confidently articulate ROI.

• Capability to manage a portfolio with commercial rigor, strategic insight, and disciplined prioritization.

• Proficient in CRM, Customer Success platforms, forecasting tools, and analytics systems.

• Comfortable operating in a data-driven setting.

• Strong program management skills across cross-functional stakeholders.

• Willingness to travel occasionally for strategic customer interactions and industry events.

🏝️ Benefits

• Up to 5 weeks of paid vacation each year.

• Comprehensive employer-paid medical, prescription, and paramedical coverage.

• Complete employer-paid dental coverage.

• Full employer-paid vision coverage.

• Entirely employer-paid life insurance.

• Annual healthcare spending account of $500.

• Flexible working hours.

• Allowance for working from home.

• Generous parental leave policy.

• Opportunity to work with and learn from a skilled, high-performing team.

• Promotion opportunities available for high achievers.

• A collaborative and team-oriented culture.

• Commitment to diversity, development investment, and consistent feedback.