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 environment.

Key responsibilities

• Own and grow a portfolio of complex enterprise accounts, shaping long-term account strategy and managing high-stakes escalations
• Analyze customer health and NPS data to develop actionable retention and growth strategies while leading cross-functional initiatives to address systemic issues
• Collaborate with Sales, Product, and other teams to influence account strategy and mentor junior Customer Success Managers

Required qualifications

• Bachelor's degree and 5+ years of experience in Customer Success or account management with strategic accounts
• Proven experience managing retention and expansion targets with fluency in SaaS metrics
• Strong ability to build relationships with senior stakeholders and navigate complex organizational dynamics
• Experience mentoring team members and leading through ambiguity
• Exceptional multitasking and project management skills across a demanding portfolio