Sr. Customer Success Manager

Sr. Customer Success Manager

This is an exciting opportunity for a customer-focused professional to drive customer satisfaction, product adoption, retention, and revenue growth within a dynamic B2B SaaS environment. As a Senior Customer Success Manager, you will serve as a trusted advisor to mid-market clients, helping them maximize the value of strategic response management software throughout their customer journey. You will own customer relationships from onboarding through renewal, proactively identifying challenges and developing strategies that strengthen engagement and long-term loyalty. Working closely with Sales, Product, and other internal teams, you will advocate for customer needs while uncovering opportunities for account expansion and professional services. You will use customer analytics, adoption metrics, and feedback to inform decisions and demonstrate measurable business value. This remote opportunity is ideal for a proactive relationship builder who combines strategic thinking, data-driven decision-making, and a genuine passion for customer success.

Accountabilities

• Build and maintain strong, consultative relationships with customers through regular email, phone, video, and, when appropriate, in-person interactions to understand their goals, product usage, successes, and challenges.
• Own customer relationships throughout the contract lifecycle, proactively managing account health and developing strategies to improve adoption, satisfaction, retention, and long-term value.
• Reduce customer churn by building trust, strengthening customer engagement, identifying risks early, and implementing targeted retention initiatives.
• Monitor customer adoption and engagement using customer success platforms such as Gainsight, maintaining accurate account records and ensuring consistent communication.
• Manage customer renewal processes, including preparing renewal strategies, negotiating agreements, and ensuring customers understand the ongoing value of the solutions they use.
• Analyze customer surveys, feedback sessions, support tickets, product usage data, and advisory board discussions to identify improvement opportunities and enhance customer satisfaction.
• Develop and optimize customer engagement plans in collaboration with internal teams to support customer objectives and maximize product adoption.
• Identify account expansion opportunities and additional revenue potential, partnering with Sales to develop suitable solutions and grow existing customer relationships.
• Plan and deliver training webinars, facilitate customer kickoff meetings, and provide ongoing education to help users adopt effective workflows and best practices.
• Provide strategic consulting and training to customer administrators, helping them establish successful implementation practices and expand their use of the platform.
• Promote and sell professional services that support customer objectives and deepen adoption across relevant use cases.
• Develop helpful customer resources, documentation, and educational materials that improve the overall customer experience.
• Collaborate with cross-functional teams to communicate customer needs, share product feedback, and support continuous improvements to the customer journey.
• Contribute to onboarding and knowledge-sharing activities for new Customer Success Managers, supporting team development and consistent service delivery.

Requirements

• 35 years of experience in customer success management, sales account management, or another customer-facing role within a B2B SaaS organization.
• Demonstrated success in driving customer outcomes, technology adoption, account retention, and value realization.
• Experience managing mid-market customers and navigating relationships with multiple stakeholders across client organizations.
• Strong customer relationship management skills, with the ability to establish trust, understand business objectives, and act as a strategic advisor.
• Excellent written and verbal communication skills, including strong presentation, training, consultation, and negotiation abilities.
• A data-driven approach to customer success, with the ability to analyze product usage, adoption trends, support activity, customer feedback, and account health indicators.
• Familiarity with customer success analytics platforms such as Gainsight or ChurnZero is preferred.
• Experience using Salesforce and/or Gainsight is an advantage.
• Strong organizational and prioritization skills, with the ability to manage multiple accounts and competing responsibilities in a changing environment.
• A proactive, self-motivated mindset and the ability to identify customer risks, solve problems, and pursue opportunities with minimal supervision.
• Adaptability, collaboration, and strong interpersonal skills to work effectively across Sales, Product, and other internal teams.
• A genuine commitment to customer satisfaction, long-term relationships, and measurable business outcomes.
• An associate or bachelor's degree is preferred.

Benefits

• Competitive base salary: Annual base salary range of $90,000$110,000, depending on role responsibilities, relevant skills, experience, qualifications, location, and market conditions. Bonuses, equity, and benefits are not included in this range.
• Flexible work environment: Remote work within a global flexible workforce model. Candidates based in Dallas, Texas, receive priority consideration.
• Retirement savings: 401(k) plan with company matching.
• Comprehensive healthcare: Health benefits with employee coverage paid by the company and company contributions toward family coverage.
• Paid time off: Four weeks of paid vacation, paid sick days, dedicated paid COVID-related leave, and paid bereavement leave.
• Long-service recognition: A four-week sabbatical after five years of service.
• Professional development: Unlimited professional development opportunities and ongoing learning through LinkedIn Learning Solutions.
• Mental wellness support: Access to an Employee Assistance Program (EAP) focused on mental wellness and self-care.
• Team engagement: Opportunities to participate in team events, happy hours, off-sites, and team-building activities.
• Collaborative culture: A customer-focused environment that encourages agility, continuous improvement, employee input, and inclusive teamwork.