Senior Customer Success Manager

We're looking for a strategic and relationship-driven Senior Customer Success leader to join our team and guide some of ChurnZero's largest and prestigious customers. In this role, you'll serve as a trusted business advisor to executive stakeholders, drive long-term customer outcomes, and shape renewal and expansion strategies that deliver mutual value. You'll use data, product expertise, and cross-functional collaboration to strengthen adoption, mitigate risk, and promote sustained success across the entire customer journey. If you excel at building high-impact partnerships and creating meaningful customer value and growth, we'd love to hear from you.

Job Title: Senior Customer Success Manager

Classification: Exempt

Reports to: Manager, Customer Success

Location: Remote - US-based

Target OTE: $115 -125K annual OTE

Responsibilities:

• Manage and grow relationships with a portfolio of large and complex accounts by acting as the customer's strategic business advisor
• Deduct key objectives and recommend action plans that promote joint accountability and long-term success across the entire customer journey
• Establish long-term relationships with executive sponsors, POCs and other key stakeholders to drive outcomes that contribute to mutual success
• Develop complex renewal strategies and negotiations that aim to achieve mutual benefits for both the customer and for ChurnZero
• Build a strong pipeline of expansion opportunities by having value discussions within customers' CX teams as well as other business units
• Adopt a data-driven approach to increasing product adoption through various enablement strategies, technical product knowledge and thought-leadership
• Ensure customer satisfaction by proactively addressing any issues or concerns
• Collaborate with sales and other teams to drive revenue growth
• Accurately and consistently forecast individual commercial performance and provide regular reports on account performance and customer feedback
• Strategic use of tools/processes to proactively anticipate and mitigate churn-risk or other obstacles that contribute to the customer's success
• Actively participate in the ChurnZero customer community as well as attend/host local ChurnZero events

Qualifications:

• Minimum of 7 years proven experience in customer success or account management
• Experience with CSPs (strong preference for ChurnZero) and CRMs (Salesforce, Hubspot, etc)
• Ability to use time productively and efficiently using the tools and resources available
• Strong communication and negotiation skills
• Ability to think strategically and identify revenue growth opportunities
• Energetic and self-motivated; a team player who is also a proactive and creative problem solver
• Ability to work independently and manage a large portfolio of large accounts
• Bachelor's degree or equivalent experience in a related field

About ChurnZero
ChurnZero is the AI-powered platform and partner for customer growth, engineered for customer teams to deliver more recurring revenue and customer value at scale. ChurnZero's customer growth software connects proprietary Customer Success AI™, analysis, and automation to the customer experience, enabling personalized in-app communication, advanced health scoring, actionable reporting, accurate revenue forecasting, and scalability across every stage of team maturity. ChurnZero's team prides itself on being a top-rated partner, consultant, and coach to customer teams worldwide. Founded in 2015, ChurnZero is a remote-first company with headquarters in Washington, D.C.