Senior Customer Success Manager

Role overview

Guide enterprise customers through onboarding, adoption, and ongoing use of a software platform. This customer-facing role combines implementation planning, relationship management, issue coordination, and account growth, with responsibility for keeping customers and internal teams aligned on outcomes and account health.

Responsibilities - Plan customer onboarding and rollouts in coordination with sales partners. - Identify barriers to adoption and recommend steps that help customers reach their goals. - Learn each customer’s objectives, challenges, and use cases, then provide tailored guidance. - Track usage and customer health, sharing updates and surfacing concerns to relevant teams. - Coordinate inquiries, escalations, and issue resolution with internal groups. - Support renewal planning and forecasting, and work with sales on expansion opportunities. - Bring customer feedback to product and other teams, and build broad product knowledge to support customers across regions.

Requirements - At least three years in software or SaaS sales and/or customer success; enterprise experience is preferred. - Working knowledge of cloud infrastructure, DevOps, developer tools, platform engineering, CI/CD, coding agents, and the software development lifecycle. - Hands-on experience with Salesforce and other customer success tools. - Ability to build relationships with executive, business, and technical stakeholders. - Strong verbal communication and technical writing, with a record of advocating for customers and providing actionable feedback. - Self-directed, analytical, and resourceful problem-solving skills; familiarity with startup environments is sought.

Nice to have

Experience supporting developer tools, managing renewals, or using customer success platforms such as Totango, Gainsight, or Pylon. Familiarity with AI and developer tools is also a plus.