Senior Customer Success Manager

Job Summary

Managing a high-value portfolio of complex customers, the full-time Senior Customer Success Manager will serve as a strategic advisor, ensuring customer success through tailored adoption plans, proactive outreach, and high-revenue renewals in a remote setting.

Key responsibilities

• Develop and implement structured value frameworks to align product adoption with measurable outcomes
• Conduct proactive outreach based on customer health analytics to drive tailored interventions and insights
• Mentor new Customer Success Managers and influence cross-functional initiatives to enhance operational excellence

Required qualifications

• 5+ years of experience managing high-value, complex customers in a SaaS or technology environment
• Deep understanding of product and industry, with the ability to influence strategic recommendations
• Proven track record in managing escalations and high-risk renewals independently
• Experience meeting or exceeding retention and expansion metrics consistently
• Demonstrated leadership in mentoring and contributing to process improvements