Senior Customer Success Manager
Fast-growing software company
The Role
Raydar 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 Do
- Manage 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 For
- 5 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.
Benefits
- Health, dental and vision coverage
- Unlimited paid time off
- Commuter benefits
Location And Work Model
- San Francisco, CA, United States (strong preference) or New York, NY, United States
- Hybrid
- Full-time
Compensation, As The Posting Describes It
- Equity
- Retirement plan
- Professional development budget
Vacancy posted 5 days ago
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