Senior Customer Success Manager

Job Summary

Managing a portfolio of strategic enterprise accounts, the full-time Senior Customer Success Manager will serve as a trusted advisor to senior stakeholders, lead account escalations, and drive customer retention and growth strategies in a remote setting.

Key responsibilities

• Own and grow a portfolio of complex enterprise accounts, shaping long-term account strategies and managing high-stakes escalations
• Analyze customer health and NPS data to develop actionable retention and growth strategies while leading cross-functional initiatives to improve customer experience
• Collaborate with internal teams to influence account strategy and mentor junior Customer Success Managers, sharing best practices across the team

Required qualifications

• Bachelor's degree and 5+ years of experience in Customer Success or account management with a focus on strategic enterprise accounts
• Demonstrated experience in owning retention and expansion targets, with knowledge of SaaS metrics such as NRR and GRR
• Proven ability to build relationships with senior stakeholders and navigate complex organizational dynamics
• Experience mentoring team members and leading through ambiguity with sound judgment
• Exceptional multitasking and project management skills across a demanding portfolio