Senior Customer Success Manager

Job Description

REQUIREMENTS

• 5+ years of experience in Customer Success, Account Management, or a related SaaS role
• Proven track record managing strategic accounts with strong retention and expansion performance
• Comfortable navigating renewals and commercial conversations with senior stakeholders
• Strong product acumen and the ability to quickly become a trusted product expert
• Analytical mindset with experience using customer health, usage, and engagement data to drive decisions
• Experience working cross-functionally with Sales, Product, and Engineering teams
• High ownership and comfort operating independently in a fast-moving remote environment
• Familiarity with tools like Salesforce, Gainsight, Vitally, or similar CS platforms
• Curiosity and comfort experimenting with AI and automation tools to improve workflows and customer outcomes
• Strong understanding of the modern GTM landscape and how revenue teams operate

RESPONSIBILITIES

• Manage and grow a portfolio of strategic accounts with consistent retention and expansion results
• Build trusted relationships with customer stakeholders and become a strategic advisor to their GTM teams
• Drive onboarding, adoption, renewals, and expansion opportunities across your book of business
• Use customer usage data and health signals to proactively identify risks and opportunities
• Leverage AI and automation tools to scale outreach, improve workflows, and surface actionable insights
• Partner closely with Sales, Product, and Engineering to advocate for customer needs
• Support team growth through knowledge sharing, onboarding support, and process improvements
• Help improve how Customer Success operates as the company scales

Are you interested in this position?

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