About the Company

We are a Fortune 500 organization dedicated to helping enterprise clients achieve exceptional business outcomes through innovative technology, digital transformation, and world-class professional services. Our solutions empower organizations to improve operational efficiency, accelerate growth, and create long-term value across multiple industries.

Our Success Management organization serves as a strategic partner throughout the customer journey, ensuring clients maximize the value of our products and services. By combining consultative engagement, business strategy, analytics, and proactive relationship management, we help customers achieve measurable results while strengthening long-term partnerships.

We are seeking an experienced Senior Success Manager to oversee a portfolio of strategic enterprise clients, lead customer success initiatives, and develop long-lasting executive relationships. This role is responsible for driving customer adoption, satisfaction, retention, expansion opportunities, and overall business success while partnering closely with internal teams to deliver exceptional client experiences.

The Senior Success Manager collaborates with Sales, Product Management, Engineering, Professional Services, Marketing, Finance, Customer Support, and Executive Leadership to ensure every customer receives measurable business value and a consistently outstanding experience.

This opportunity is ideal for professionals who excel at executive relationship management, strategic consulting, customer advocacy, and business growth.

Essential Duties and Responsibilities

Manage a portfolio of high-value strategic customer accounts.
Build trusted relationships with executive stakeholders and business leaders.
Develop and execute customer success strategies aligned with client objectives.
Drive customer adoption, engagement, retention, and long-term account health.
Conduct Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and strategic planning sessions.
Monitor customer health metrics and proactively mitigate business risks.
Identify opportunities for account expansion and collaborate with Sales on growth initiatives.
Partner with Product and Engineering teams to communicate customer feedback and enhancement requests.
Coordinate cross-functional resources to ensure timely resolution of customer challenges.
Analyze customer performance metrics and prepare executive-level reports.
Mentor Success Managers and contribute to organizational best practices.
Improve customer lifecycle processes and operational efficiency.
Maintain CRM records, account documentation, and forecasting activities.
Represent the voice of the customer during strategic planning and product development discussions.

Job Qualifications and Requirements

Bachelor’s degree in Business Administration, Marketing, Communications, Information Technology, or a related field required.
Minimum of 7 years of experience in Customer Success, Client Success, Strategic Account Management, Enterprise Consulting, or Relationship Management.
Demonstrated experience managing enterprise or strategic customer portfolios.
Strong knowledge of SaaS, subscription-based business models, customer lifecycle management, and retention strategies.
Experience using Salesforce, Gainsight, HubSpot, Totango, or comparable CRM and customer success platforms.
Excellent business consulting, negotiation, and executive presentation skills.
Strong analytical, organizational, and project management capabilities.
Customer Success certifications, PMP, MBA, or related credentials are preferred.

Personal Capabilities and Qualifications

The successful Senior Success Manager is a strategic advisor who builds trusted partnerships, solves complex business challenges, and consistently delivers measurable customer value.

Ideal candidates possess:

Executive relationship management expertise.
Outstanding communication and presentation skills.
Strong strategic thinking and business acumen.
Exceptional analytical and problem-solving abilities.
Effective negotiation and conflict-resolution skills.
Cross-functional leadership and collaboration capabilities.
Strong organizational and time management skills.
Professional integrity and accountability.
High emotional intelligence and customer empathy.
Commitment to continuous improvement and customer excellence.

Strategic Support

As a member of the Success Management leadership team, the Senior Success Manager provides strategic support by:

Improving customer retention and lifetime value.
Driving customer adoption and measurable business outcomes.
Supporting revenue growth through account expansion initiatives.
Strengthening executive client partnerships.
Improving customer health and satisfaction metrics.
Influencing product strategy through customer insights.
Enhancing operational efficiency across customer success functions.
Supporting sustainable business growth and long-term client success.

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 executive meetings, customer engagements, conferences, and strategic planning sessions.
Company-provided laptop, enterprise software, collaboration platforms, CRM tools, and home office technology support.
High-performance environment focused on innovation, collaboration, leadership, and customer success.

Job Function

The Senior Success Manager is responsible for developing strategic customer relationships, ensuring clients achieve their desired business outcomes, and driving long-term customer loyalty. This role leads customer engagement initiatives, partners with internal stakeholders to deliver exceptional service, and supports revenue growth through retention and expansion strategies. Success is measured through customer satisfaction, renewal performance, product adoption, business impact, and strategic account growth.

Compensation & Benefits

Compensation Package

Base Salary: $352,000 – $396,000 USD annually

Compensation is determined based on leadership experience, enterprise customer management expertise, industry knowledge, geographic location, certifications, education, and overall qualifications.

Eligible employees may also receive:

Annual Performance Bonus
Customer Success Leadership 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 Success, Director of Customer Success, Senior Director of Client Success, Vice President of Customer Success, or Chief Customer Officer.

Why Join Us

Success is measured by the impact we create for our customers. As a Senior Success Manager, you’ll lead strategic client partnerships, influence executive decision-makers, and help organizations achieve transformative business outcomes.

You’ll collaborate with talented professionals across product, engineering, sales, and executive leadership while leveraging advanced customer success technologies and data-driven strategies. We foster a culture of innovation, collaboration, and continuous growth where your expertise will directly contribute to customer success and the future of our organization.

Senior Success Manager