About the Company
We are a Fortune 500 organization delivering innovative SaaS, cloud, AI, enterprise technology, and digital transformation solutions to customers across North America and global markets. Our mission is to help organizations accelerate growth through industry-leading products, strategic partnerships, and exceptional customer experiences.
Our Customer Success organization plays a critical role in ensuring clients achieve measurable business outcomes from our products and services. By combining data-driven customer engagement, strategic account management, proactive relationship building, and consultative guidance, we help customers maximize value while driving long-term retention and revenue growth.
We are seeking a highly experienced Senior Customer Success Manager to manage a portfolio of strategic enterprise accounts while serving as a trusted advisor throughout the customer lifecycle. This role is responsible for customer adoption, executive relationship management, success planning, renewals support, expansion opportunities, risk mitigation, and cross-functional collaboration to ensure outstanding customer outcomes.
The Senior Customer Success Manager partners closely with Sales, Professional Services, Product Management, Technical Support, Marketing, Finance, Engineering, and Executive Leadership to drive customer satisfaction, increase retention, and identify opportunities for business growth.
This opportunity is ideal for professionals who excel at building executive relationships, solving complex business challenges, and delivering exceptional customer experiences in a fast-paced enterprise environment.
Essential Duties and Responsibilities
- Manage a portfolio of strategic enterprise customer accounts throughout the customer lifecycle.
- Develop and execute customer success plans aligned with client business objectives.
- Build trusted relationships with executive stakeholders and key decision-makers.
- Drive product adoption, customer engagement, and realization of business value.
- Monitor customer health metrics and proactively identify retention risks.
- Conduct Executive Business Reviews (EBRs), Quarterly Business Reviews (QBRs), and strategic planning sessions.
- Collaborate with Sales on renewal planning, expansion opportunities, and account growth strategies.
- Coordinate with Product and Engineering teams to advocate for customer needs and feature enhancements.
- Partner with Technical Support and Professional Services to ensure timely issue resolution.
- Analyze customer usage trends, satisfaction scores, and adoption metrics to improve outcomes.
- Maintain accurate account documentation, forecasting, and CRM records.
- Mentor junior Customer Success Managers and contribute to departmental best practices.
- Identify opportunities to improve customer experience processes and operational efficiency.
- Represent the voice of the customer during strategic planning initiatives.
Job Qualifications and Requirements
- Bachelor’s degree in Business Administration, Marketing, Communications, Information Technology, or a related discipline required.
- Minimum of 7 years of experience in Customer Success, Account Management, Client Services, Customer Experience, or Enterprise SaaS.
- Proven experience managing enterprise or strategic customer portfolios.
- Strong understanding of SaaS business models, subscription renewals, customer adoption, and retention strategies.
- Experience using CRM and Customer Success platforms such as Salesforce, Gainsight, HubSpot, Totango, or similar solutions.
- Strong business consulting, project management, and executive communication skills.
- Experience working with cross-functional technical and business teams.
- Customer Success certifications or PMP certification are considered an advantage.
- Excellent analytical, negotiation, presentation, and relationship management skills.
Personal Capabilities and Qualifications
The successful Senior Customer Success Manager is a strategic relationship builder who understands how to align customer objectives with business solutions. They possess exceptional leadership, communication, and problem-solving skills while maintaining a relentless focus on customer value and long-term partnerships.
Ideal candidates possess:
- Outstanding customer relationship management expertise.
- Executive-level communication and presentation skills.
- Strong strategic thinking and business consulting capabilities.
- Excellent negotiation and conflict resolution skills.
- Advanced analytical and decision-making abilities.
- Strong organizational and project management skills.
- Collaborative leadership and cross-functional influence.
- High emotional intelligence and customer empathy.
- Professional integrity and accountability.
- Commitment to delivering exceptional customer outcomes.
Strategic Support
As a member of the Customer Success leadership team, the Senior Customer Success Manager provides strategic support by:
- Increasing customer retention and recurring revenue.
- Driving product adoption and customer satisfaction.
- Supporting account expansion and growth initiatives.
- Strengthening executive customer relationships.
- Improving customer health and lifecycle management.
- Influencing product strategy through customer feedback.
- Enhancing operational efficiency within Customer Success.
- Contributing to sustainable business growth and long-term client partnerships.
Working Conditions
- Fully Remote position within the United States.
- Flexible work schedule supporting enterprise customers across multiple U.S. time zones.
- Approximately 15–20% domestic travel for customer meetings, executive business reviews, conferences, and leadership planning sessions.
- Company-provided laptop, CRM platforms, customer success software, collaboration tools, and home office technology support.
- Collaborative, customer-focused work environment that values innovation, accountability, and continuous professional development.
Job Function
The Senior Customer Success Manager is responsible for ensuring enterprise customers achieve measurable business outcomes while maximizing the value of the organization’s products and services. This role leads strategic customer engagements, drives retention and expansion initiatives, manages executive relationships, and partners across departments to deliver exceptional customer experiences. Success is measured through customer satisfaction, renewal rates, product adoption, account growth, revenue retention, and long-term client success.
Compensation & Benefits
Compensation Package
Base Salary: $346,000 – $398,000 USD annually
Compensation is determined based on customer success leadership experience, enterprise account management expertise, geographic location, education, certifications, and overall qualifications.
Eligible employees may also receive:
- Annual Performance Bonus
- Customer Success Incentive Program
- Long-Term Equity Incentive Program (Role Eligible)
- 401(k) with Company Match
- Comprehensive Medical, Dental, and Vision Insurance
- Flexible Paid Time Off
- Paid Company Holidays
- Paid Parental and Family Leave
- Home Office and Technology Stipend
- Professional Certification and Continuing Education Reimbursement
- Employee Stock Purchase Program (where applicable)
- Wellness and Mental Health Benefits
- Life and Disability Insurance
- Leadership Development Programs
- Career advancement opportunities into Director of Customer Success, Senior Director of Customer Experience, Vice President of Customer Success, Chief Customer Officer, or General Manager.
Why Join Us
Customer success is more than delivering great service—it’s about building lasting partnerships that create measurable business value. As a Senior Customer Success Manager, you’ll influence the success of some of our most strategic enterprise customers while collaborating with industry-leading professionals across product, engineering, sales, and executive leadership.
You’ll have the opportunity to drive meaningful customer outcomes, shape long-term business relationships, and contribute directly to company growth. We foster a culture of innovation, collaboration, and continuous learning where your leadership and expertise will make a lasting impact on our customers and our organization.
