Senior Customer Success Manager

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

📋 Description

• Drive quantifiable value realization within the initial 90 days following the sale, aligning onboarding results with established business KPIs.

• Take ownership of the renewal and expansion strategy, encompassing cross-sell and upsell opportunities.

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

• Construct and oversee renewal forecasts 90–120 days in advance.

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

• Equip internal champions with success plans, ROI presentations, and executive-level materials.

• Gain fluency in accounting firm domains and convert product capabilities into strategic outcomes.

• Identify workflow inefficiencies and align product features to measurable enhancements.

• Create and sustain Success Plans linked to customer KPIs and growth ambitions.

• Facilitate executive-level business reviews.

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

• Formulate structured save plans when customer risk is detected.

• Contribute to scalable retention strategies.

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

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

• Convert customer insights into data-driven product feedback to influence roadmap priorities.

• Utilize AI-driven tools, usage analytics, dashboards, and insights to uncover opportunities, risks, and productivity improvements.

• Drive cross-functional alignment to achieve measurable customer outcomes.

⛳️ Requirements

• Located in the US or Canada with experience in working within 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.

• Excellent executive communication skills, capable of influencing firm leaders and articulating ROI effectively and confidently.

• Proven ability to manage a portfolio with commercial diligence, strategic insight, and disciplined prioritization.

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

• Comfortable working in a data-driven environment.

• Strong program management capabilities across cross-functional stakeholders.

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

🏝️ Benefits

• Paid Flexible Time Off with a recommended 3 weeks of use annually.

• Company-covered medical insurance for you and eligible spouse/partner and dependents.

• Company-covered dental and vision insurance for you and eligible spouse/partner and dependents.

• Fully company-funded short and long-term disability.

• Fully company-funded life insurance.

• 401(k) plan with company matching.

• Flexible Spending Account.

• Up to 8 weeks of paid parental leave.

• Work-from-home stipend.

• Global experience across the USA, Australia, New Zealand, UK, Canada, and the Philippines.

• A team of experienced, high-performing individuals.

• A collaborative, team-oriented culture that values diversity, invests in development, and provides consistent feedback.

• Opportunities for promotion for high performers.