Senior Customer Success Manager

Job Summary

Owning the ongoing customer relationship for a portfolio of high-touch, complex strategic accounts, the fully remote Senior Customer Success Manager will lead account management, drive customer satisfaction, and coordinate with Sales on renewals and expansion efforts.

Key responsibilities:

• Build and maintain trusted relationships with executive sponsors and operational leaders, ensuring customer outcomes align with business objectives
• Monitor customer health and lead structured mitigation plans while coordinating with internal teams to enhance customer satisfaction and retention
• Coach and mentor junior Customer Success Managers, sharing best practices to elevate the quality of customer engagement and service delivery

Required qualifications:

• Bachelor's degree or equivalent practical experience
• 5-7 years of experience in Customer Success, Account Management, or a similar strategic client-facing role
• 3+ years managing complex, high-touch enterprise accounts with multiple stakeholders
• Demonstrated success in driving customer adoption, health improvement, and renewal readiness
• Experience with CRM platforms such as Salesforce or HubSpot, and familiarity with B2B SaaS environments