Senior Customer Success Manager

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

📋 Description

• Take ownership of NRR and CLV for a portfolio comprising mid-market and enterprise clients.

• Create and implement customer success strategies that align with customer objectives and outcomes.

• Facilitate onboarding, promote adoption, and ensure ongoing value realization throughout the customer lifecycle.

• Establish executive-level relationships and maintain regular engagement with senior stakeholders at customer organizations.

• Collaborate with renewals teams and sales to foster renewal and growth discussions.

• Identify potential churn risks and proactively address them with clear action plans.

• Utilize customer data and health indicators to prioritize initiatives and inform decision-making.

• Serve as an advocate for customer needs within the organization, influencing priorities in Product and Engineering.

• Coordinate efforts across Onboarding, Support, and Sales to provide a seamless customer experience.

• Contribute to the development of Customer Success playbooks, metrics, and operational frameworks.

• Provide mentorship and support to junior Customer Success Managers as necessary.

⛳️ Requirements

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

• Demonstrated success in driving customer retention, expansion, and long-term value in a SaaS or subscription-based business.

• Experience in managing complex, technical customers and enterprise-level stakeholders.

• Strong capability to translate technical features into business value.

• Comfort in handling commercial outcomes, including renewals and expansions.

• Strategic thinker with the ability to execute on tactical initiatives.

• Excellent communication, negotiation, and stakeholder management skills.

• Proven experience working cross-functionally within a growing organization.

• Background in infrastructure, networking, DevOps, or automation is a plus.

• Experience in a high-growth or scaling SaaS company is advantageous.

• Familiarity with open-source software or developer-focused platforms is a plus.

• Previous experience mentoring or leading other Customer Success Managers is desirable.

🏝️ Benefits

• Equity

• Bonus

• Remote work arrangement