Senior Customer Success Manager, Strategic

Role overview

A senior, strategic Customer Success role focused on a portfolio of high-value, high-complexity SaaS customers. The position blends executive-level advisory work with retention and expansion ownership, serving as the operational standard-bearer for the Customer Success team while mentoring newer colleagues and influencing cross-functional initiatives.

Responsibilities

- Manage a portfolio of high-value, complex customers and drive long-term retention and value realization. - Build value frameworks that link product adoption to measurable outcomes and clearly communicate investment impact to stakeholders. - Run proactive outreach informed by customer health analytics, surfacing insights and tailoring interventions. - Own complex, high-revenue renewals and expansion opportunities, including stakeholder alignment, objection handling, and narrative development. - Independently de-escalate customer challenges, looping in leadership with clear context and recommended paths forward. - Collaborate across Product, Marketing, Support, and CS leadership to share feedback, test playbooks, and support post-launch improvements. - Mentor newer team members and model best practices in communication, documentation, and renewal strategy.

Requirements

- Five or more years of experience managing high-value, complex customers in a fast-paced SaaS or technology environment. - Deep product and industry understanding with the ability to translate customer needs into strategic recommendations and influence roadmap discussions. - Advanced communication skills, including data-driven storytelling for customer updates and cross-functional stakeholders.

- Demonstrated ability to independently manage escalations, high-risk renewals, and complex customer situations. - Consistent record of meeting or exceeding retention and expansion quotas at elevated targets. - Experience mentoring, collaborating cross-functionally, and contributing to playbook and process improvements. - Strong problem-solving skills, creative strategic thinking, and comfort operating in ambiguity.

Benefits and work setup

- Remote-eligible position with compensation aligned to a Zone 1 national pay band, determined by experience, qualifications, role requirements, and geographic location. - Healthcare benefits plus perks such as home-office discounts, wellness programs, an Employee Assistance Program, and, for Costa Rica-based employees, wellness and childcare subsidies and an education discount.