Senior Customer Success Manager

Job Summary

Owning the executive relationship and value realization strategy for 3-5 strategic enterprise accounts, the full-time Senior Customer Success Manager will drive customer success initiatives, mentor peers, and lead agentic migration programs in a remote capacity.

Key Responsibilities

• Build and maintain executive relationships with customer VP and C-suite leadership, developing success plans and guiding customers toward measurable business outcomes
• Lead performance report conversations, translating data into strategic discussions and driving renewal and expansion in partnership with Account Management
• Mentor the Customer Success team on strategic engagement and co-lead high-stakes customer escalations alongside the VP

Required Qualifications

• 10+ years of experience in customer success, strategic account management, or enterprise transformation roles within B2B SaaS or technology services
• Deep expertise in contact center or conversational AI, with knowledge of IVR, NLU, and operational dynamics
• Top-tier management consulting background, with experience at firms like Big 4 or equivalent
• Proven success managing strategic enterprise accounts and building executive-level relationships
• Strong analytical mindset with the ability to interpret performance data and engage in technical conversations with customer teams