Senior Customer Success Manager

About the role

We’re seeking a Senior Customer Success Manager to support our Enterprise customers (1,000+ users) through strategic partnership, proactive risk management, and value-led customer success.

Responsibilities

• Own a unique Enterprise scaled portfolio: Manage 70-85 single product Enterprise customers totalling $3.5M ARR, with accountability for retention, adoption, expansion, and clear book ownership.
• Operate within the GTM pod model: Partner closely with Sales, Renewal Managers, and pod leaders in a co-led Sales and CX model that owns the full customer revenue lifecycle across adopt, expand, and renew.
• Drive commercial outcomes: Manage GRR and NRR through bi-annual Executive Strategy Reviews, adoption planning, proactive risk management, and CSQL creation.
• Lead strategic customer conversations: Connect customer priorities to measurable business value, strengthen executive relationships (CHROs, CPOs, etc.), and validate renewal intent.
• Leverage automated plays: Use digitally-led customer experience (DLCX) motions, automation, and one-to-many outreach to increase adoption, surface opportunity and risk, and create consistency across your book.
• Identify and act on risk early: Drive risk mitigation plans with urgency and sound judgment, especially through moments like lost sponsors, stalled adoption, and changing customer priorities.
• Use AI to improve scale and focus: Use AI-enabled tools and workflows to prepare for customer conversations, surface insights, reduce manual work, and spend more time on strategic engagement.
• Improve the system and raise the bar: Maintain strong account hygiene in Vitally and related tools, share customer feedback, and contribute ideas and playbooks that strengthen our broader CX and GTM practice.

Requirements

• Experience managing Enterprise or scaled B2B SaaS portfolios, with a strong understanding of strategic customer success in a scaled model.
• A track record of owning GRR and NRR while balancing customer outcomes with commercial accountability.
• Strong executive communication skills and the ability to lead data-informed, value-based conversations.
• A proactive approach to risk management, strong customer and product curiosity, and sound judgment in high-stakes situations.
• The ability to collaborate effectively across functions and operate with high accountability in a pod-based model.
• Comfort using AI as a practical tool to synthesize information, improve prioritization, and increase the quality and consistency of customer engagement.

Qualifications

• Previous experience in HR tech is a nice to have.

Benefits

• Equity through our Employee Share Option Program, so you can share in our long-term success
• Learning programs and coaching to help you thrive and grow
• Quarterly refresh days, an extended end-of-year break and a monthly allowance to support your wellbeing and lifestyle
• Inclusive parental leave from day one
• A MacBook and budget to set up your home workspace, enabling flexibility
• Five annual social impact days to give back to causes that matter to you
• Medical insurance coverage for you and your family (Available for US & UK only)

Pay

The actual base salary will vary based on various factors, including market and individual skills, capabilities and experience, objectively assessed during the interview process. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.

Schedule

Flexible schedule to accommodate remote work and local office visits as needed.