Senior Customer Success Manager

Job Summary

Owning a portfolio of 35 to 45 partner accounts representing $5M to $6M in ARR, the full-time Senior Customer Success Manager will manage strategic relationships with People and L&D leaders, focusing on renewals and expansion while working remotely.

Key responsibilities

• Manage a $5M to $6M book of business, driving outcomes and setting the pace for mid-market and enterprise partnerships
• Lead renewal conversations and identify expansion opportunities, aiming to maintain or grow historical net revenue retention rates
• Build and maintain trust with HR and People Ops stakeholders, effectively communicating the ROI of coaching initiatives

Required qualifications

• 7+ years in customer success or account management at a B2B SaaS or tech company, with proven experience managing large accounts
• Deep understanding of the HR, L&D, and People Ops landscape, including decision-making processes and funding mechanisms
• Strong relational skills combined with a commercial mindset, treating relationships as key to revenue growth
• Experience in early-stage environments, demonstrating the ability to navigate ambiguity and create effective strategies
• Operational fluency in CRM systems (preferably HubSpot) and proficiency in data management and reporting