Senior Customer Success Manager

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

📋 Description

• Oversee and enhance a portfolio of key accounts, ensuring consistent retention and growth metrics.

• Establish trusted connections with customer stakeholders, positioning yourself as a strategic consultant for their go-to-market teams.

• Facilitate onboarding, drive product adoption, manage renewals, and identify expansion prospects within your client base.

• Utilize customer usage analytics and health indicators to proactively spot risks and opportunities.

• Employ AI and automation tools to scale outreach efforts, streamline workflows, and generate actionable insights.

• Collaborate closely with Sales, Product, and Engineering teams to advocate for customer requirements.

• Contribute to team development through knowledge sharing, onboarding assistance, and process enhancement.

• Play a vital role in refining Customer Success operations as the organization grows.

⛳️ Requirements

• Minimum of 5 years experience in Customer Success, Account Management, or a similar SaaS position.

• Demonstrated success in managing strategic accounts with exceptional retention and growth outcomes.

• Proficient in navigating renewals and commercial discussions with senior stakeholders.

• Strong product knowledge and the capability to quickly establish yourself as a trusted product authority.

• Analytical mindset with experience in utilizing customer health, usage, and engagement data to inform decisions.

• Experience collaborating cross-functionally with Sales, Product, and Engineering teams.

• High level of ownership and the ability to work independently in a dynamic remote setting.

• Familiarity with tools such as Salesforce, Gainsight, Vitally, or comparable Customer Success platforms.

• An inquisitive nature and comfort with experimenting using AI and automation tools to enhance workflows and customer experiences.

• Strong comprehension of the modern go-to-market landscape and the operational dynamics of revenue teams.

🏝️ Benefits

• Remote-first culture with asynchronous-friendly workflows.

• Rapidly growing product with a strong market fit and an engaged customer base.

• High-autonomy environment emphasizing quality, ownership, and progress.

• Competitive salary, meaningful equity options, and flexible time off.

• Thoughtful and collaborative colleagues who are deeply committed to customers and their craft.