Senior Customer Success Manager

About the role

In this role, you will:

• Lead a portfolio of customer onboardings and expansion opportunities by identifying business objectives, technical dependencies, potential risks, and critical milestones to ensure customers realize value quickly and effectively
• Become deeply knowledgeable in the Sixfold platform and best practices to guide customers through onboarding, drive long-term adoption, and serve as a strategic trusted advisor throughout the customer lifecycle
• Lead executive and stakeholder business reviews to share strategic insights, track KPIs and success metrics, align on priorities, and identify opportunities for deeper adoption and expansion
• Proactively monitor customer health, adoption, and usage metrics to identify risks, surface opportunities, and resolve issues before they impact customer success
• Persistently partner closely with Sales, Product, and Engineering to ensure a seamless customer experience across onboarding, adoption, retention, and expansion initiatives
• Act as the voice of the customer internally by synthesizing feedback, identifying recurring themes, and advocating for product enhancements that align with customer needs and market trends
• Provide feedback to continuously improve our processes

Qualifications

• You have an AI-native approach to work: You thoughtfully use AI tools to improve productivity, synthesize information, identify patterns, and deliver a higher quality customer experience
• You have 7+ years of experience in a Customer Success, Account Management, Implementation Management or similar customer-focused role with Enterprise customers
• You are highly customer-centric and relationship-driven: You thrive on building trusted partnerships with customers and engaging with them regularly to maximize the value they realize from the product. You proactively identify friction points, anticipate customer needs, and drive a high-quality experience across every stage of the customer journey
• You are a thoughtful, proactive problem-solver. You enjoy tackling complex challenges alongside customers and are highly detail-oriented in spotting risks, operational gaps, and opportunities before they escalate. You bring strong judgment, curiosity, and ownership to ambiguous situations -- and you can manage multiple customer initiatives at once without dropping the ball
• You communicate with empathy and clarity. You actively listen, build trust with stakeholders at multiple levels, and translate customer needs into actionable insights that drive alignment and outcomes. Your written and verbal communication is sharp

Benefits

• Comprehensive benefits, 401(k) with employer match, parental leave, unlimited PTO, and your birthday off
• This position does not include visa sponsorship

Company Culture

• We foster an environment that welcomes professionals with a diversity of backgrounds and ideas
• We value passionate professionals who bring creativity, determination, and a commitment to our mission
• We empower our employees through continuous growth, learning, and a proactive problem-solving approach
• We provide a comprehensive compensation package including competitive salaries, equity opportunities, and robust benefits
• We are committed to accessibility and provide reasonable accommodations for qualified individuals with disabilities and disabled veterans throughout our recruitment process
• We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes