About the Opportunity
We are seeking an experienced and strategic Senior Customer Success Manager to lead relationships with key customers and ensure they achieve measurable value from our products and services. This role is responsible for developing strategic customer partnerships, driving product adoption, strengthening retention, supporting renewals, and identifying opportunities for account growth.
The Senior Customer Success Manager will serve as a trusted advisor to customers while collaborating closely with Sales, Product, Technical Support, Professional Services, Marketing, and Executive Leadership. The role requires a strong understanding of customer objectives, the ability to manage complex stakeholder relationships, and a proactive approach to identifying risks and opportunities.
The ideal candidate combines exceptional relationship management skills with strong business acumen, analytical capabilities, and executive communication. Success in this role requires the ability to manage strategic accounts independently, influence senior decision-makers, develop measurable customer success plans, and drive cross-functional initiatives.
Essential Duties and Responsibilities
- Manage a portfolio of strategic and high-value customer accounts.
- Establish trusted relationships with customer executives, decision-makers, and operational stakeholders.
- Develop and execute comprehensive customer success plans aligned with customer business objectives.
- Lead customer onboarding, adoption, engagement, and ongoing relationship strategies.
- Monitor customer health scores, product usage, engagement trends, satisfaction indicators, and account performance.
- Identify churn risks and develop proactive retention and mitigation strategies.
- Conduct executive business reviews and strategic account meetings.
- Demonstrate product value and identify opportunities to expand adoption across customer organizations.
- Partner with Sales teams on renewals, account expansion, cross-functional planning, and commercial strategies.
- Collaborate with Product teams to communicate customer feedback, product requirements, and market trends.
- Coordinate with Technical Support and Professional Services teams to resolve complex customer challenges.
- Develop executive-level account plans, presentations, reports, and customer success strategies.
- Track customer objectives, milestones, action items, and measurable outcomes.
- Analyze customer data to identify trends, risks, and opportunities.
- Advocate for customers internally and ensure customer priorities are appropriately represented.
- Contribute to Customer Success processes, playbooks, training, and best practices.
- Mentor Customer Success Managers and contribute to team development initiatives.
Job Qualifications and Requirements
- Bachelor’s degree in Business Administration, Communications, Marketing, Management, or a related discipline.
- Minimum 6–8 years of experience in Customer Success, Account Management, Client Services, SaaS, or a related field.
- Proven experience managing enterprise, strategic, or high-value customer accounts.
- Demonstrated knowledge of customer retention, adoption, renewal, and expansion strategies.
- Experience working with CRM and Customer Success platforms such as Salesforce, Gainsight, HubSpot, or similar systems.
- Strong experience presenting to executive-level customer stakeholders.
- Excellent analytical and business problem-solving capabilities.
- Strong understanding of SaaS or technology-based business models preferred.
- Demonstrated ability to collaborate effectively with Sales, Product, Support, and Operations teams.
- Strong negotiation, communication, and stakeholder management skills.
Personal Capabilities and Qualifications
- Exceptional relationship-building and customer partnership skills.
- Strong strategic and commercial mindset.
- Excellent executive communication and presentation capabilities.
- High emotional intelligence and professional judgment.
- Strong analytical and problem-solving abilities.
- Proactive approach to identifying customer risks and opportunities.
- Exceptional organization and time-management skills.
- Ability to influence internal and external stakeholders without direct authority.
- Strong conflict resolution and negotiation capabilities.
- High level of accountability and ownership.
- Customer-focused mindset with a commitment to measurable outcomes.
Strategic Support
The Senior Customer Success Manager plays a critical role in strengthening the organization’s most important customer relationships. This position acts as a strategic advisor, helping customers achieve measurable business outcomes while protecting long-term customer relationships and identifying opportunities for account growth.
Through executive engagement, customer health management, adoption strategies, retention planning, and cross-functional collaboration, this role contributes directly to customer satisfaction, recurring revenue, renewals, expansion, advocacy, and sustainable business growth.
Working Conditions
- Fully Remote position within the United States.
- Standard Monday through Friday business schedule.
- Flexible working hours to accommodate customers across multiple time zones.
- Frequent virtual meetings with customers, executives, and internal stakeholders.
- Occasional travel for strategic customer meetings, industry events, conferences, and company gatherings.
- Fast-paced environment requiring proactive account management and responsiveness.
- Company-provided computer equipment, CRM systems, Customer Success platforms, and collaboration tools.
Job Function
The Senior Customer Success Manager is responsible for managing strategic customer relationships, driving product adoption, improving retention, supporting renewals, identifying expansion opportunities, and ensuring customers achieve measurable business value.
This role combines strategic account management, customer advocacy, business consulting, relationship development, and cross-functional leadership to strengthen customer outcomes and support organizational growth.
Compensation & Benefits
Compensation Package: $180,000 – $270,000 annually, including base compensation and performance-based incentives, based on customer success experience, strategic account expertise, SaaS knowledge, industry background, and overall qualifications.
Our comprehensive benefits package includes:
- Annual performance bonus
- Customer and account performance incentives
- Long-term incentive opportunities
- Comprehensive medical, dental, and vision insurance
- 401(k) retirement savings plan with company matching
- Flexible paid time off and company holidays
- Paid parental and family leave
- Remote work and home office reimbursement
- Customer success leadership training
- Professional development and continuing education support
- Industry conference and certification support
- Employee wellness and mental health resources
- Life, AD&D, and disability insurance
- Employee Assistance Program (EAP)
- Flexible remote work environment
- Career advancement opportunities within a growing technology organization
Why Join Us
Join an organization that views customer relationships as a fundamental driver of long-term growth. We empower Customer Success leaders to build meaningful executive partnerships, influence customer strategy, and directly contribute to measurable business outcomes.
As a Senior Customer Success Manager, you will manage strategic relationships, collaborate with senior decision-makers, influence cross-functional priorities, and play a central role in customer retention and account growth.
If you are passionate about customer strategy, executive relationship management, technology, and helping customers achieve meaningful results, we invite you to join our fully remote team.
Job Features
| Job Category | SaaS, Technology & Digital Solutions |