Senior Customer Success Manager

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Job Title Senior Customer Success Manager

Location Remote

Time Zone US Time Zones (EST–PST)

Role Overview We are seeking an experienced and strategic Senior Customer Success Manager to own and deepen relationships with our most important clients. This is a high-impact, full-time role suited to someone who combines commercial acumen with a genuine passion for customer outcomes. The ideal candidate is proactive, data-driven, and skilled at navigating complex stakeholder environments while driving measurable value—retention, expansion, and long-term partnership growth.

Key Responsibilities

• Own a portfolio of strategic accounts, serving as the primary point of contact and trusted advisor throughout the customer lifecycle

• Drive customer onboarding, adoption, and ongoing engagement to ensure clients achieve their desired outcomes

• Develop and execute tailored success plans aligned to each customer's business goals and KPIs

• Identify expansion and upsell opportunities in partnership with the sales team, and proactively address churn risks

• Conduct regular business reviews (QBRs/EBRs) with senior stakeholders to demonstrate ROI and align on roadmap priorities

• Act as the voice of the customer internally, advocating for product improvements and influencing the roadmap

• Monitor health scores, usage data, and customer sentiment to proactively intervene and drive value realization

• Collaborate cross-functionally with Sales, Product, Support, and Implementation teams to deliver a seamless customer experience

• Mentor junior CSMs and contribute to team best practices, playbooks, and process improvements

Required Qualifications

• Experience in Customer Success, Account Management, or a related client-facing role, with at least 2 years at a senior level

• Demonstrated track record of managing and growing a portfolio of high-value, complex accounts

• Strong commercial acumen with experience owning renewal and expansion targets

• Exceptional relationship-building skills with the ability to engage and influence C-suite and senior stakeholders

• Highly analytical mindset with the ability to translate data into actionable insights and compelling narratives

• Outstanding written and verbal English communication skills with a polished, professional presence

• Must have prior remote work experience, be fluent with remote collaboration tools and platforms (such as Slack, Zoom, Google Workspace, Asana, or similar), and have ideally worked with US or UK-based companies. Applications without this experience will not be considered.

Preferred Qualifications

• Experience in a SaaS, technology, or professional services environment

• Familiarity with CRM and CS platforms such as Salesforce, HubSpot, Gainsight, ChurnZero, or Totango

• Background in leading or contributing to CS team development, playbook creation, or enablement programs

• Experience working with international or enterprise-level clients across multiple time zones

Tools & Technology

• CRM platform (e.g., Salesforce or HubSpot)

• Customer Success platforms (e.g., Gainsight, ChurnZero, or similar)

• Google Workspace

• Slack, Zoom, and other remote collaboration tools

• Data and reporting tools (e.g., Looker, Tableau, or equivalent)

Please NOTE

It is crucial that you complete the application form in full. As part of the application process, you will be required to record a video. If your application is successful, you will receive an email confirming next steps—the video is the first step of the interview process. If you do not record a video, we will not be able to consider you for ANY open roles.

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