Senior Customer Success Manager
About the Opportunity
The company is redefining how work gets done. Its context-first document management system offers purpose-built business use cases—spanning universal and industry-specific workflows—to enable secure collaboration, automate processes, and ensure governance. Unlike traditional systems, the organization organizes content around the context of your business, connecting documents to related people, projects, and transactions. With its unique metadata-driven architecture, organizations can model content in line with their business processes, unify information across silos, and apply AI at scale. The result is greater productivity, reduced risk, and smarter, faster decisions for over 6,000 customers in 100+ countries.
Summary of the Role
As a Senior Customer Success Manager, you are a strategic partner to some of the organization's most important customers and play a critical role in driving customer retention, adoption, satisfaction, and long-term success. You will serve as a trusted advisor to customer stakeholders and executive sponsors, helping customers realize measurable business value from their investment. In addition to managing strategic customer relationships, you will contribute to the development of Customer Success best practices, mentor team members, lead complex customer situations, and partner cross-functionally to improve customer outcomes.
Key Responsibilities
Customer Success & Strategic Account Management
- Develop and maintain trusted advisor relationships with customer stakeholders and executive sponsors.
- Manage a portfolio of strategic and complex customer accounts with responsibility for adoption, customer satisfaction, retention, and renewal readiness.
- Develop and maintain customer success plans aligned to customer business objectives and desired outcomes.
- Conduct Executive Business Reviews (EBRs) and strategic account reviews with customer stakeholders.
- Monitor customer health, engagement, adoption, and value realization metrics to identify opportunities and risks.
- Serve as the voice of the customer and advocate for customer needs across the organization.
Retention, Growth & Risk Management
- Proactively identify renewal and retention risks and lead cross-functional mitigation efforts.
- Partner with Account Executives to identify expansion opportunities and support customer growth initiatives.
- Monitor and manage key customer success metrics including customer engagement, adoption, satisfaction, advocacy, renewal risk, and annual recurring revenue.
- Promote customer advocacy and identify opportunities for customer references, case studies, and success stories.
Cross-Functional Leadership
- Partner with Customer Support, Professional Services, Product Management, Product Development, Marketing, and Sales teams to drive successful customer outcomes.
- Lead complex customer escalations and facilitate resolution across internal stakeholders.
- Provide customer insights and feedback to influence product improvements, customer programs, and business priorities.
- Contribute to the development and continuous improvement of Customer Success methodologies, playbooks, and best practices.
Mentorship & Team Contribution
- Provide mentorship, coaching, and guidance to Customer Success Managers and other team members.
- Share best practices and lessons learned across the Customer Success organization.
- Support onboarding and development of newer team members.
- Contribute to strategic Customer Success initiatives and operational improvements.
Required Qualifications
- Demonstrated experience in Customer Success, Account Management, Professional Services, Consulting, or a similar customer-facing SaaS role.
- Experience managing strategic, enterprise, or complex customer relationships.
- Experience conducting Executive Business Reviews and engaging with executive-level stakeholders.
- Strong understanding of SaaS business models, subscription renewals, customer adoption, and retention strategies.
- Strong business acumen with the ability to align customer objectives to measurable business outcomes.
- Exceptional verbal, written, presentation, and relationship management skills.
- Strong organizational, project management, and stakeholder management capabilities.
- Ability to influence and lead through collaboration across multiple teams and functions.
- Strong analytical and problem-solving skills.
- Experience mentoring, coaching, or informally leading peers.
- Experience working with CRM systems, customer success platforms, and customer health methodologies.
Preferred Qualifications
- Experience with Enterprise Content Management, Information Management, or related technology solutions.
- Experience in the Professional Services industry.
Benefits
- Global Company, Trusted Platform
- Build Trusted Customer Partnerships
- Cross-Functional Collaboration & Business Impact
- Ownership, Growth & Development
- A Culture Built on Trust
What is Offered:
- Remote-enabled company
- 10 paid holidays annually
- Unlimited PTO
- Matching 401K Plan (25% of employee's contribution up to the IRS max)
- Health insurance (PPO and HDHP/HSA plans offered)
- Dental insurance
- Vision insurance
- Life insurance (1x employee salary)
- Short-term disability (employer paid)
- Long-term disability (employer paid)
- Flexible Spending Plan (medical and dependent)
Hiring Company
The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.