Senior Customer Success Manager

Job Summary

Managing a high-touch portfolio of complex mid-market accounts, the full-time Senior Customer Success Manager will act as the final escalation point for high-risk corporate clients, ensuring client retention and satisfaction while working remotely.

Key responsibilities

• Master complex escalations by stabilizing relationships with high-risk corporate accounts
• Interpret and translate technical information between engineering teams and clients to provide clear status updates
• Oversee project management for major account rollouts and technical issues, ensuring cross-functional accountability

Required qualifications

• 8+ years of experience in SaaS account management with a focus on multi-million dollar corporate accounts
• Advanced technical and analytical skills, particularly in understanding APIs and integrations
• Proven crisis management abilities, particularly in de-escalating high-stakes customer situations
• Strong project management skills, with experience in organizing multi-variable initiatives
• Executive presence with the ability to communicate effectively with C-suite executives