Senior Customer Success Manager

This is a fully remote position, open to applicants in Alabama, +26 more states.

📋 Description

• Facilitate customer onboarding, product utilization, and sustained engagement throughout your portfolio.

• Connect product value with customer business objectives, ensuring customers achieve measurable ROI.

• Conduct strategic business assessments and customer success planning sessions.

• Provide proactive suggestions and best practices that enhance customer results.

• Track customer health, product usage, and engagement patterns to detect churn risks early.

• Implement mitigation strategies and success frameworks for accounts at risk.

• Collaborate with Account Management on retention initiatives, renewal strategies, and save actions.

• Establish trusted relationships with customer stakeholders at all organizational levels.

• Act as the primary strategic consultant for product adoption and operational best practices.

• Execute proactive engagement rhythms and lifecycle strategies across your portfolio.

• Keep precise customer health records, account insights, and lifecycle monitoring in Salesforce and CS platforms.

• Implement customer success playbooks and engagement strategies consistently and with discipline.

• Utilize customer signals and usage data to prioritize actions and drive outcomes on a large scale.

• Contribute to scalable customer success processes, programs, and operational enhancements.

• Recognize customer growth opportunities through usage patterns, business requirements, and stakeholder discussions.

• Partner with Account Management to identify and support expansion strategies.

• Advocate for customer needs internally while balancing business goals.

⛳️ Requirements

• 5 to 10+ years of experience in Customer Success, Strategic Customer Management, or Account Management within the SaaS industry.

• Managed a portfolio of accounts with clear responsibility for retention, adoption, and customer health metrics.

• Achieved measurable reductions in churn and enhancements in customer engagement and product adoption.

• Developed and sustained relationships with executive stakeholders across complex, strategic accounts.

• Worked with a high degree of autonomy and discipline in a fast-paced, high-growth SaaS environment.

• Leveraged data and customer health indicators to proactively recognize risks and drive actions.

• Experience in Fintech, HRTech, Payroll, Benefits, or a PE-backed SaaS environment (Preferred).

• Navigated segmented account models within a high-growth SaaS organization (Preferred).

• Applied customer health scoring frameworks and digital engagement models on a large scale (Preferred).

• Familiarity with Salesforce and customer success platforms such as Gainsight, ChurnZero, or Catalyst (Preferred).

🏝️ Benefits

• Flexible PTO. No limits on accrual, no counting days. Take the time you require.

• 10 paid holidays, including both Christmas Eve and New Year's Eve.

• Extensive health coverage, including medical through Blue Cross Blue Shield of Texas (PPO and HDHP options, HSA-eligible with employer contribution), as well as dental and vision through MetLife.

• FSA, Basic Life/AD&D, and an Employee Assistance Program (EAP).

• 401(k) plan with a 100% match up to 3% of your salary, provided through Mutual of America. Eligible after 90 days.