Senior Customer Success Manager

Job Summary

Owning a portfolio of 20 to 30 enterprise employer relationships, the full-time Senior Customer Success Manager will proactively manage retention, surface renewal blockers, and connect benefits leaders with member access, engagement, and financial value, all in a remote work environment.

Key responsibilities

• Build proactive account and renewal plans while identifying risks early and engaging effectively with clients
• Own retention strategy, pricing coordination, and maintain executive relationships across a portfolio of enterprise accounts
• Utilize data to diagnose account performance and engage cross-functional teams to resolve issues impacting customer confidence

Required qualifications

• Significant experience managing complex enterprise customer relationships, including renewals and account recovery
• Proven ability to use quantitative customer-value data to influence senior stakeholders
• Strong executive communication skills and the ability to navigate competing priorities
• Experience identifying cross-functional breakdowns and collaborating with teams to implement solutions
• Comfortable operating in a fast-paced remote environment while managing multiple accounts