Senior Customer Success Manager (US)

About the Role

Due to continued growth, we are now looking for a new Customer Success Manager to join our team. The Customer Success Manager (CSM) will manage a portfolio of complex, strategic accounts that require strong relationship management and a consultative approach. Typically managing a portfolio of 7-9 accounts, this role focuses on driving customer adoption, retention, growth, and long-term value realisation. From onboarding through to renewal, you will own the end-to-end customer journey and act as the primary post-sale relationship owner and trusted advisor.

Responsibilities

• Lead a portfolio of our most strategic enterprise customers, building long-term partnerships with global leading professional services firms
• Act as a trusted advisor to senior stakeholders, helping customers achieve measurable business outcomes and maximise the value of Dayshape
• Drive adoption, optimisation, and growth across your accounts through strategic guidance and executive-level engagement
• Lead business reviews and strategic conversations, providing insight, challenge, and recommendations that support customers' evolving goals
• Identify opportunities to expand our partnerships, helping customers unlock additional value from our platform and services
• Proactively navigate complex customer challenges, bringing together cross-functional teams to deliver successful outcomes
• Champion the voice of the customer, shaping product direction through feedback, insights, and industry expertise
• Build strong customer advocates who contribute to case studies, events, reference programmes, and the wider Dayshape community

Requirements

• Significant experience in Customer Success or Account Management, managing enterprise or complex customer relationships (ideally within the SaaS or software space)
• Strong commercial acumen, with experience supporting renewals, expansions, and revenue growth
• Proven ability to build and maintain relationships with executive-level stakeholders
• Experience driving product adoption, engagement, and measurable customer outcomes
• Ability to manage multiple complex projects and stakeholders simultaneously, with strong organisational skills
• Excellent communication and presentation skills, with the ability to influence and challenge constructively
• A proactive, customer-first mindset with strong problem-solving capabilities
• Ability to work cross-functionally and bring together internal stakeholders to deliver results

Skills

Bonus points if you have experience working with Professional Services or Public Accounting firms, experience with SaaS platforms, HR/ERP systems, or enterprise software solutions, or experience improving customer success processes within a high-growth or scaling business.

Benefits

• Salary $110,000 - $140,000, dependent on experience
• 31 days' vacation per year, including public holidays, and increasing by 1 day each year to a maximum of 38 days
• Paid four-week sabbatical in your fifth anniversary year on top of your holiday entitlement
• Comprehensive medical, dental and vision benefits
• Disability and life insurance
• 401k
• At least $1,400 per year to spend on professional and personal development
• Regular All Hands meeting for inspiration and over-communication
• Monthly team events (sometimes in-person, sometimes virtual)
• Volunteering time - up to 20 hours a year to participate in volunteer work

Schedule

This is a full-time role (37.5 hours per week). We typically work from 09:00 - 17:30 from Monday to Friday, though we can be flexible around this, just let us know. Ideally, we are looking for those based remotely in Austin or in the NJ Tri State Area.