Senior Customer Success Manager

Senior Customer Success Manager

At Eleven, we thrive on solving complex challenges and pushing boundaries. We work at a rapid pace, embracing change, and staying laser-focused on delivering exceptional value to our customers.

We're looking for visionary problem-solvers who excel in dynamic environments, embrace AI tools in streamlining work processes, adapt quickly, and drive innovation. If you love thinking outside the box, collaborating with top-tier talent, and having fun while making an impact—let's talk!

POSITION PURPOSE

The Senior Customer Success Manager (Senior CSM) is a strategic advisor to Eleven Software's most complex, highest-value customers and partners, driving retention, product adoption, and account expansion across a portfolio of enterprise accounts. The Senior CSM owns multi-year success plans tied to measurable business outcomes and ROI, builds trusted-advisor relationships with Director-, VP-, and C-level stakeholders, and serves as the primary point of escalation for at-risk accounts within a SaaS and network-focused environment. Success in this role requires strong business acumen, executive-level communication, and the ability to partner closely with internal teams—and mentor fellow CSMs—to ensure customers fully realize the value of ElevenOS.

This role reports directly to the Director of Customer Success and is expected to help mentor and set the bar for other CSMs on the team.

REPORTING RELATIONSHIPS

This role reports to Customer Success leadership. This is a senior individual-contributor role that also provides mentorship and guidance to fellow CSMs, with the potential for direct reports in the future.

ESSENTIAL JOB FUNCTIONS

• Own strategic account planning for a portfolio of complex, enterprise customers—developing and executing multi-year success plans tied to measurable business outcomes and return on investment (ROI).
• Build trusted-advisor relationships with Director-, VP-, and C-level stakeholders by understanding customer goals and aligning ElevenOS capabilities with high-level business objectives.
• Own the renewal lifecycle end-to-end—forecast accuracy, health scores, and usage trends—to proactively identify risk and prevent late-stage churn across the portfolio.
• Track, analyze, and act on customer satisfaction data and key performance indicators (KPIs).
• Identify and drive expansion opportunities by uncovering underutilized entitlements and deepening product adoption, partnering closely with Sales on upsell/cross-sell opportunities.
• Act as the primary point of escalation for at-risk or highly complex accounts, deploying proactive recovery strategies and coordinating cross-functional resources to resolve issues quickly.
• Lead Quarterly Business Reviews (QBRs) to showcase value, assess alignment with evolving customer needs, and uncover optimization opportunities.
• Build and continuously improve core customer success processes to increase team efficiency, improve customer outcomes, and support scalable growth.
• Work cross-functionally with Product, Support, Engineering, Sales, and Implementation to resolve issues, streamline service delivery, and advocate for the customer.
• Champion customer feedback, ensuring insights contribute to product enhancements, service improvements, and roadmap decisions.
• Mentor and share best practices with other CSMs, helping raise the bar for account planning, executive engagement, and escalation management across the team.

WORKING CONDITIONS

This role routinely uses standard office equipment such as computers, phones, and printers. Currently, this job operates in a home office environment.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

REQUIREMENTS

Must Have:

• Strong technical aptitude ideally with experience in networking concepts, Wi-Fi infrastructure, topology, or IT environments.
• 5–10+ years of proven experience in Customer Success, SaaS, Technical Account Management, or similar client-facing roles, with a track record managing complex, enterprise-level accounts and driving relationship management, retention, and growth.
• Strong business and financial acumen, with the ability to connect product usage metrics to revenue growth and customer ROI.
• Executive-level communication and presence, with proven experience leading QBRs and translating technical concepts into clear business terms for Director-, VP-, and C-suite-level stakeholders.
• Familiarity with enterprise accounts (in the hospitality industry, MDU space, or similar service-driven verticals is a plus).
• Proven experience owning the renewal and forecast process, including health scoring and churn mitigation, for a portfolio of enterprise accounts.
• Comfort using CRM and Customer Success platforms (e.g., HubSpot, Zendesk), alongside modern AI tooling for sentiment analysis and health tracking.
• High attention to detail with strong analytical and problem-solving skills.
• Ability to thrive in a fast-paced environment, balancing multiple priorities across a diverse, high-complexity portfolio of enterprise accounts.
• Comfortable working across global time zones as needed to support customers and internal teams.
• Occasional travel for company meetings or customer onsite engagements.

Strongly Preferred:

• BS/BA degree or equivalent through experience/certifications, and prior experience mentoring or informally leading other CSMs

Candidates for this role must be based in the United States and legally eligible to work for any US employer. Eleven is not able to sponsor candidates at this time. This role will be open for applications August 2, 2026, through September 30, 2026.

Eleven is a remote work employer and offers a comprehensive compensation and benefits package. Our benefits include medical, dental, and vision coverage; a 401(k) plan; and an attractive paid time off policy with no fixed number of vacation days—take what you need, when you need it. Balanced Time Off (BTO) does not accrue and is not paid out upon separation. Employees also receive 11 paid holidays, and Eleven closes for a company-wide end-of-year holiday break that all employees enjoy together—check with your People team for specific dates each year.

The base salary range for this job in all geographic locations in the United States is $130,000.00 USD. Pay is determined through a wide variety of factors including but not limited to education, experience, knowledge, skills, and geography.

Equal Employment Opportunity Statement

Eleven provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to View email address on click.appcast.io.