Senior Customer Success Manager

Job Summary

A company is looking for a Senior Customer Success Manager.

Key Responsibilities

• Manage customer outcomes from onboarding to renewal, ensuring enterprise customers achieve documented business results
• Develop and implement the Customer Success playbook, including onboarding workflows, health scoring, and KPI dashboards
• Proactively monitor customer health, identify churn risks, and drive adoption while capturing customer insights for product development

Required Qualifications

• 5-10 years of experience in Customer Success or account management at a B2B SaaS company
• Experience in creating Customer Success processes or playbooks from scratch
• Strong focus on customer outcomes and business value measurement
• Analytical skills with experience in usage data, health scores, and ROI metrics
• Familiarity with AI products and their application in customer value