Senior Customer Success Manager (SaaS) - North America

Minderest is an AI-powered Retail Pricing SaaS Suite helping enterprise retailers, brands, and marketplaces improve pricing execution through near real-time data, actionable insights, and automation. Our suite covers the full pricing value chain: enterprise-grade data collection, Minderest Price Intelligence, and Reactev AI Price Optimization. Built and owned in-house end to end, our technology empowers pricing, e-commerce, data, and marketing teams at enterprise scale. We are trusted by industry leaders across retail, consumer electronics, beauty, and e-commerce, with 400+ enterprise customers across 40+ countries and 20+ industry verticals. We are looking for a Senior Customer Success Manager with a passion for customer growth and operational excellence. You will own a portfolio of strategic enterprise accounts across North America and be accountable for their success, driving engagement, adoption, retention, and expansion. You will act as a trusted advisor to pricing and e-commerce leaders, turning product value into measurable business outcomes and sustainable account growth. As our North America business unit expands, this role has a clear path toward a management position. Key Responsibilities Your primary focus will be customer engagement, retention, and growth, building relationships that position you as a strategic advisor throughout the customer lifecycle: Strategic account management: Own a portfolio of enterprise accounts end to end, building long-term relationships with pricing, e-commerce, and category leaders up to C-level. Retention and churn prevention: Own gross retention for your portfolio, detecting risk signals early and executing save plans before they impact satisfaction or renewal. Growth and expansion: Identify and drive upsell and cross-sell opportunities across the portfolio, partnering with the Sales team (AEs) on large deals, and contributing directly to net revenue retention targets. Implementation and adoption: Lead clients through onboarding and platform adoption, ensuring fast time-to-value and full use of core functionalities. Executive engagement: Run business reviews, workshops, and executive training sessions that connect platform usage to the client's commercial objectives. Data-driven advisory: Build and present performance reports using analytics and BI tools, turning usage and market data into executive-level recommendations. CRM and operational excellence: Maintain accurate account data in HubSpot, contribute to playbook and workflow improvements, and uphold service delivery standards. Internal collaboration: Partner with Sales, Marketing, Product, and Operations to close the feedback loop and deliver a seamless customer experience. Must-have: 5+ years in Customer Success, Account Management, or similar client-owning roles in B2B SaaS. Full professional proficiency in English. Bilingual English/Spanish ideal; strong professional proficiency in Spanish a plus, for internal collaboration with our teams in Spain and coverage of select LATAM enterprise accounts. Track record of retention and expansion results in enterprise accounts (renewals, upsell, NRR). Strong analytical skills: comfortable using data and BI tools to drive decisions and executive conversations. Proficiency with modern CRM and customer tools (HubSpot preferred) and Google Workspace. Excellent communication and presentation skills, including C-suite meetings and webinars. Nice-to-have: Experience in retail technology, e-commerce, pricing, or competitive intelligence solutions. Hands-on experience implementing SaaS platforms with enterprise clients. Familiarity with Gen AI tools applied to customer workflows. Professional Spanish is a plus. Compensation and Benefits Base salary from $80,000 , positioned within our band based on experience and account scope, plus an $11,500 on-target bonus. Candidates with proven ownership of comparable account scope are placed in the upper half of the band. Attractive OTE package: Additional bonus tied to the department's strategic objectives, with upside for overachievement. Up to 37 Paid Days Off per Year 15 Paid Vacation Days from day one, increasing by 1 additional vacation day after each completed year of service (up to 20 Paid Vacation Days after 5 years). 11 Paid Company Holidays. 5 Flexible PTO Days for illness, medical appointments or personal matters. 1 paid day off, each year on your company anniversary date. Travel Rewards: Earn 1 additional paid day off for every business trip requiring an overnight stay. Family Support: Up to 12 weeks of paid parental support for all new parents (birth, adoption or foster care), including 8 weeks of fully paid parental leave , followed by an optional paid 4-week Return-to-Work Program to support a smooth transition back to work. Up to $650/month Healthcare Reimbursement (ICHRA). Full-time permanent position with a flexible work schedule. Professional Development: Annual budget for training to support your growth. Modern stack: Google Workspace, HubSpot, and Gen AI tools embedded in daily workflows. Location: Fully remote within the US East Coast time zone (Florida preferred); optional hybrid via co-working space. Minderest provides the work equipment for your development (computer, monitor, keyboard, mouse, headphones, etc.). Culture: Join a diverse, international, and fast-growing organization. Selection Process Initial screening call (~30 min): profile, motivation, and general fit. Interview with Head of Sales USA: commercial alignment, expansion mindset, and market fit. Skill evaluation: case study and role play simulating a strategic account scenario. Final interview with VP of Growth and Leadership Suite: strategic fit and growth path. Background checks and verification of professional references. Proven expertise: Work on cutting-edge price intelligence and AI pricing solutions alongside industry leaders. Global impact: Build customer loyalty across North America, working with clients such as The Home Depot, HP, Samsung, Sony, LG, Ikea, and many more. Ownership and growth: Take full ownership of a strategic portfolio with a clear path to management as the business unit scales. Innovative environment: Join a company that prioritizes innovation and excellence, driving rapid growth and market leadership. This role anchors our North America customer success operation. As the US book scales, it is positioned to build and lead the US-based CSM team behind it. Note: Only serious candidates with relevant SaaS experience and based in the US East Coast (Florida preferred), Texas, Georgia, or Illinois will be considered. Background checks and thorough vetting will be conducted to ensure the best fit for our team. Minderest is a company committed to equal opportunities for everyone, where all individuals are welcome, valued, and respected. Our Equality and LGBTQ+ Plan reflects this commitment, ensuring a work environment where your professional development is a priority. #J-18808-Ljbffr Minderest