Senior Customer Success Manager

About the role

The organization envisions a future where companies, teams, and people reach their full potential. People are the heart and soul of this organization, serving with passion and purpose, guided by core values of Winning as One Team, Staying Curious, Doing The Right Thing, Owning the Outcome, and Creating Belonging. This role plays a pivotal part in driving adoption, aligning platform usage with strategic business outcomes, and ensuring long-term customer value. As a Sr. Customer Success Manager, you will own high-impact customer relationships, lead renewal and growth strategies, and help operationalize Customer Success for scale across the enterprise segment.

Responsibilities

• Drive adoption and strategic alignment: Partner with global enterprise customers to deeply understand their business goals and ensure the platform is embedded in their workflows to deliver measurable ROI and business impact.
• Own renewals and GRR metrics: Lead renewal strategy and execution, proactively identifying expansion opportunities and mitigating churn risk in collaboration with Account Executives.
• Operationalize for scale: Apply scalable methodologies and tools to manage customer engagement efficiently across a growing portfolio.
• Build executive relationships: Establish trusted advisor status with senior stakeholders and decision-makers, aligning platform capabilities to their strategic priorities.
• Develop success plans and EBRs: Create and maintain mutual success plans and executive business reviews that clearly demonstrate value and progress toward customer goals.
• Drive product feedback and roadmap alignment: Act as the voice of the customer internally, influencing product development based on real-world use cases and feedback.
• Onboarding and enablement: Partner with Services to ensure smooth onboarding, training, and rollout of new features.
• Create customer advocates: Cultivate champions who will share their success stories and serve as references for the organization.
• Manage multiple priorities: Balance strategic initiatives and day-to-day execution while contributing to a fun, collaborative team culture.

Requirements

• 5+ years in Customer Success, Account Management, or Consulting in SaaS or high-tech environments, with a focus on driving technical adoption and measuring strategic value.
• 3+ years managing enterprise accounts with a proven track record of exceeding renewal and growth targets.
• Experience aligning platform usage with business outcomes and advising senior stakeholders (including CxOs) on maximizing ROI.
• Strong understanding of B2B demand generation, marketing operations, and sales analytics.
• Proven success in negotiating renewals and identifying upsell opportunities.
• Experience operationalizing CS processes and leveraging internal resources to scale.
• Familiarity with marketing tech stack (e.g., Marketing Automation, CRM, BI tools).
• Strong analytical, communication, and project management skills.
• BA/BS degree required.
• Willingness to travel approximately 25%.

Preferred Qualifications

• Experience using Gainsight or other Customer Success Platforms to monitor customer health and track customer goals.
• Experience selling into or partnering with GTM teams and a knowledge of their KPIs and success metrics.

Pay

The base salary range represents the anticipated low and high end of the base salary range for this position. Actual salaries may vary and may be above or below the range based on various factors, including but not limited to work location and experience. The base salary is one component of the organization’s total compensation package for this position. Other compensation may include a bonus program or commission plan, and stock options if approved by the organization’s board.

Benefits

• Generous health insurance coverage, life, and disability insurance.
• 401K employer matching program.
• Paid holidays, self-care days, and paid time off (PTO).
• Paid parental leave.
• Stock options.
• Quarterly wellness education sessions and ERG-hosted events.
• Access to LinkedIn Learning platform and numerous learning and development initiatives.
• Equipment and support for remote or in-office work.