Senior Customer Success Manager

Role overview

Lead post-sale success for a portfolio of large enterprise customers, helping technical and business stakeholders adopt a specialized product and realize measurable results. You will coordinate onboarding and ongoing account plans with technical advisors and sales partners, with a focus on adoption, satisfaction, retention, and customer growth.

Responsibilities - Own adoption, satisfaction, and retention outcomes for enterprise and key accounts. - Create and carry out success plans that connect customer goals and milestones to business measures such as faster time to market or reduced rework. - Coordinate onboarding and rollout plans with technical advisors, and maintain relationships across customer teams. - Run executive reviews that demonstrate the business impact of product use and help customers identify further value. - Address adoption barriers and account risks, coordinating action across customer and internal teams. - Partner with sales on account planning, renewals, and growth; contribute to onboarding resources and scalable customer success practices.

Requirements - 4–6 years of customer success or account management experience in B2B SaaS. - Experience supporting technical or specialized customer groups and planning customer journeys in a high-value SaaS environment. - Evidence of translating product adoption into meaningful customer outcomes. - Strong customer storytelling, executive presence, and ability to influence stakeholders. - Highly organized, proactive, and comfortable working through ambiguity; willingness to travel up to 25%.

Nice to have - Exposure to engineering, product design, manufacturing, or related tools. - Experience with onboarding frameworks, change management, or a high-growth software business.