Senior Customer Success Manager

The RoleRaydar is recruiting for this role on behalf of our client. Lead a portfolio of strategic client relationships after sale, from launch through renewal and growth. Act as a trusted advisor to client leadership while channeling customer insight to internal product and delivery colleagues. Also shape the repeatable methods that help the function mature.What You'll DoManage a book of complex accounts across several customer segments, from launch through renewal and expansion.Act as a trusted advisor to senior client stakeholders throughout the customer lifecycle.Oversee onboarding and training for newly launched customers, partnering with technical implementation colleagues.Drive net revenue retention goals by reinforcing value, spotting upsell opportunities and addressing churn risk early.Handle frontline support, including tickets, escalations and customer recovery.Relay customer feedback to product, engineering, sales and solutions colleagues to inform the roadmap.Create reusable guides, workflows and internal documentation for the team.Coach newer colleagues and set working standards as the group expands.Run business reviews and on-site client visits, and represent the company at industry events.What We're Looking For5 to 10 years in client-facing roles after the sale, such as account management, consulting or implementation.A record of keeping large, multi-stakeholder clients engaged, renewing and growing.Ability to explain technical product capabilities in plain language for business audiences.Comfort using AI tools in everyday work.Experience drafting team playbooks and coaching junior staff.Background in a young, fast-scaling technology business.A strategic, builder mindset.Ability to work hybrid in the listed locations and travel up to 25% for business.BenefitsHealth, dental and vision coverageUnlimited paid time offCommuter benefitsLocation And Work ModelSan Francisco, CA, United States (strong preference) or New York, NY, United StatesHybridFull-timeCompensation, As The Posting Describes ItEquityRetirement planProfessional development budget