Senior Customer Success Manager

Job Summary

As a trusted advisor to a portfolio of customers, the full-time remote Senior Customer Success Manager will drive customer adoption and value, provide expert guidance, and manage customer health and risk while fostering relationships and collaborating on account strategies.

Key responsibilities

• Execute customer success playbooks, managing onboarding and regular check-ins to ensure customers achieve their desired business outcomes
• Offer functional expertise and troubleshoot common user issues to enhance the customer experience
• Proactively monitor customer health indicators, identifying risks and collaborating with internal teams to address potential issues

Required qualifications

• Proven experience managing a portfolio of enterprise customers in a SaaS environment with a book of business around 10 million ARR
• Strong technical and product acumen, with the ability to learn and understand new technology quickly
• Excellent communication and relationship-building skills, capable of managing difficult conversations effectively
• Proactive and strategic thinker, able to identify risks and opportunities within accounts
• Collaborative team player, working effectively with internal teams across Sales, Professional Services, and Support