Senior Customer Success Manager – Commercial

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

📋 Description

• Oversee a portfolio of 45–55 mid-market accounts, promoting adoption, retention, and growth, with a success KO and value map created for each new account within 60 days.

• Develop and implement multi-quarter success plans linked to measurable customer value.

• Facilitate QBRs, executive briefings, and business reviews utilizing data-driven value narratives.

• Manage renewal and expansion strategies, detect expansion signals, negotiate renewals, and construct business cases.

• Take ownership of retention, expansion, and forecast accuracy, ensuring precise weekly forecasts.

• Cultivate relationships across compensation administrators, Finance, RevOps, HR, Sales, and executive stakeholders.

• Independently handle escalations and churn-risk initiatives, providing clear context and proposed actions when escalating.

• Advocate for the customer with Product and Engineering through organized voice-of-customer insights.

• Collaborate with Professional Services, Support, and Product teams.

• Acquire product and domain knowledge in incentive compensation and sales performance management.

• Exchange strategies, successes, insights, and playbooks with colleagues and elevate team standards.

• Incorporate AI agents and LLMs into daily workflows for automation, account analysis, and predictive health monitoring.

⛳️ Requirements

• 5+ years of progressive experience in Customer Success, Account Management, or a related SaaS position.

• Proven history of performing at a senior or advanced individual-contributor level.

• Documented success in achieving measurable customer results within a high-volume, high-value portfolio.

• Strong commercial insight and experience managing structured renewal and expansion strategies from start to finish.

• Experience in negotiating principled give/get trade-offs while balancing customer advocacy with business objectives.

• Strong executive presence and the ability to tell compelling stories for C-suite audiences and senior stakeholders.

• Strategic, inquisitive, and customer-focused mindset concentrated on long-term outcomes.

• Exceptional operational rigor in documentation, forecasting, and account planning.

• Capability to operate with minimal supervision and manage escalations independently.

• Technical curiosity and comfort in engaging with product architecture, integrations, and workflow automation; coding skills are not necessary.

• Nice to have: experience with Incentive Compensation Management, Sales Performance Management, or complex Fintech/Accounting solutions.

• Nice to have: familiarity with Salesforce, ChurnZero, or comparable CRM and Customer Success platforms.

• Nice to have: informal mentoring, enablement, or process-improvement experience.

🏝️ Benefits

• (US-ONLY) Comprehensive Healthcare: 100% coverage for medical, dental, and vision for all full-time employees, with approximately 75% coverage for dependents.

• Flexible Time Off: Flexible vacation days along with quarterly mental health days.

• Annual stipends for professional development and caretaking needs.

• Annual work anniversary bonuses that increase with tenure.

• (US-Only) 401(k) retirement savings plan.

• Latest Apple hardware provided.

• Active Employee Resource Groups (ERGs) that support DEI goals.