Senior Customer Success Manager - Boston

Role overview Own post-sale relationships across a portfolio of enterprise customers, guiding each account from onboarding and product adoption through renewal and potential expansion. The role combines strategic account partnership with hands-on renewal ownership, using customer outcomes and product usage to support retention and growth. It is based in the Boston area and may involve travel within the territory.

Responsibilities - Serve as the main post-sale contact and build relationships with technical teams and executive stakeholders. - Set customer-specific success measures, monitor product adoption, and address signs of low usage. - Lead regular account check-ins and business reviews that connect adoption and product value to customer goals. - Manage renewals end to end, from long-range planning and health reviews through proposals, negotiation, legal coordination, and close. - Maintain renewal forecasts and account health records, and promptly escalate accounts at risk with a recovery plan. - Identify expansion opportunities and work with sales partners on proposals and evaluations. - Share customer feedback with product teams, communicate roadmap updates, and support customer references when appropriate.

Requirements - At least eight years of experience in customer success, account management, or a related post-sale role in enterprise B2B software. - Demonstrated responsibility for renewal cycles, including negotiations, legal coordination, and recurring revenue outcomes. - Experience managing complex enterprise accounts and building relationships across technical and business groups. - Confidence presenting account reviews to VP- and C-level audiences. - Proficiency with Salesforce for pipeline management, activity records, and forecasting. - Ability to interpret product adoption data and explain its relevance to customer goals. - Strong communication, organization, and follow-through.

Nice to have - Background in network management, IT operations, infrastructure software, observability, or network automation. - Familiarity with Gainsight or a similar customer success platform. - Experience coordinating contract terms with legal and finance teams; a record of strong retention and expansion results. - Willingness to travel up to 20% within the territory.

Benefits and work setup The listing gives an estimated on-target earnings range of $110,000–$135,000 and mentions medical, dental, and 401(k) benefits. The role is associated with the Boston area; travel may be required.