Senior Customer Success Manager

Role overview

Own the customer relationship for a portfolio of roughly 20–25 mostly mid-market accounts, with some enterprise customers, from implementation handoff through renewal and expansion. Partner with senior customer stakeholders to connect product use to business outcomes, protect retention, and coordinate solutions across internal teams.

Responsibilities

- Build relationships across customer organizations, mapping decision-makers, champions, and potential sources of risk. - Lead strategic reviews and renewal planning, including forecasting and commercial discussions. - Define success measures around customer goals, track outcomes, and review progress after key use cases or planning cycles. - Guide customers on workflows, product configuration, training, and adoption; review setups for gaps that could expose data or disrupt operations. - Identify risks early, coordinate escalations, and work with Sales, Support, Product, and Engineering on resolutions. - Share structured customer feedback and trends with product and engineering teams.

Requirements

- At least five years in customer success, SaaS consulting, or a related field. - Experience managing enterprise relationships, renewals, and commercial negotiations. - Confidence working with C-suite and VP-level stakeholders. - Background in SaaS implementations, project management, and cross-functional work. - Ability to advise on complex workflows across People, Finance, and Recruiting functions. - Skill translating customer needs into product feedback and strategic recommendations.

Nice to have

- Experience in a high-growth startup. Role level is assessed during the interview process based on strategic account management, business maturity, and autonomy.