Senior Customer Success Manager

Senior Customer Success Manager

Join a fast-growing, remote-first SaaS environment where customer success is central to retention, growth, and advocacy. In this role, you'll own a portfolio of customers and become a trusted strategic advisor throughout their journey. You'll lead onboarding, guide customers toward measurable business outcomes, and build strong relationships with stakeholders at all levels. You'll monitor account health, drive renewals and expansion opportunities, and proactively address potential risks. Working cross-functionally, you'll represent the customer internally and help shape product improvements and success processes. This is an opportunity to have meaningful commercial and customer impact while working in a high-growth, collaborative environment.

Accountabilities

• Own and manage a portfolio of customer accounts, developing strong, long-term relationships with stakeholders at all levels.
• Act as a trusted advisor throughout the customer lifecycle, from onboarding through renewal, helping customers achieve their business objectives.
• Lead onboarding for new customers, ensuring a smooth transition from sales to customer success and delivering live product training where needed.
• Monitor and report on key customer metrics, including satisfaction, NPS, retention, growth, and account health.
• Identify expansion opportunities and lead upsell initiatives across your portfolio.
• Proactively assess account health, identify risks, and implement strategies to reduce churn and strengthen retention.
• Serve as the voice of the customer internally, collaborating with product, engineering, sales, and marketing teams to advocate for customer needs and product improvements.
• Contribute to the development and continuous improvement of customer success processes, workflows, and best practices.

Requirements

• 3+ years of experience in customer success, account management, or a comparable customer-facing role, preferably within a SaaS environment.
• Strong customer-centric mindset and a genuine commitment to delivering exceptional customer experiences and measurable outcomes.
• Excellent relationship-building skills, with the ability to engage effectively with end users, operational stakeholders, and executive sponsors.
• Demonstrated experience managing complex customer relationships, securing renewals, driving account expansion, and developing customer advocacy.
• Strong organizational and prioritization skills, with the ability to manage multiple accounts effectively in a fast-paced environment.
• Excellent written and verbal communication skills, with confidence acting as the primary point of contact for customers.
• Strong analytical capabilities, including the ability to forecast potential ARR changes and prepare data-driven QBRs.
• Solid project management skills to ensure successful onboarding and ongoing customer engagement.
• Commercial acumen and the ability to identify, develop, and close growth opportunities within an existing customer portfolio.
• Ability to work independently and collaborate effectively across multiple teams in a remote-first environment.
• Previous experience in sales, marketing, or a high-growth startup environment is a plus.
• Familiarity with remote-first working practices and knowledge of the outbound sales industry, trends, and solutions are advantageous.

Benefits

• Competitive salary.
• Health insurance.
• Stock options.
• Remote-first working environment.
• Collaborative and supportive work culture.
• Opportunity to join a fast-growing SaaS company with strong product-market fit.
• Annual company trip to a surprise destination.
• Opportunity to work with a global customer base and cross-functional teams.
• Additional perks and benefits as part of the overall employee experience.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

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