Senior Customer Success Manager

Job Summary

Owning a portfolio of top-tier accounts, the full-time Senior Customer Success Manager will drive retention and growth by articulating business value, building account strategies, and leveraging AI-generated insights, all while working remotely.

Key responsibilities

• Own a portfolio of top-tier accounts, accountable for retention (GRR) and growth (NRR)
• Articulate business value clearly, connecting product usage to outcomes that matter to senior stakeholders
• Build and maintain forward-looking account strategies, identifying risks and expansion opportunities early

Required qualifications

• Proven ability to command trust with senior stakeholders and lead high-stakes conversations with confidence
• Track record of connecting product usage to business outcomes, driving retention and expansion
• Experience managing a B2B SaaS portfolio, building account strategies, and delivering retention and growth outcomes
• Enjoys operating in an AI-enabled environment, adapting to evolving tools and processes
• Familiarity with ERP, time tracking, workforce management, or similar back-office software is a plus