About the Role
As a Senior Customer Success Manager, you will independently manage strategic customer relationships and ensure long-term value realization across a portfolio of mid-market and enterprise accounts. You will lead success planning, drive adoption and engagement, and mitigate risk while collaborating cross-functionally with Product, Engineering, Sales, and Support. Your work will have a direct impact on retention, satisfaction, and account growth, and you’ll contribute insights to help evolve customer and internal processes.
Who you are
- Confident operating independently, navigating strategic accounts, and aligning customer needs with organizational goals
- Comfortable managing technical and strategic issues, leveraging internal partnerships to drive outcomes
- Effective communicator with the ability to present complex ideas clearly across a range of audiences
- Adaptable and proactive in dynamic, fast-paced environments with a continuous improvement mindset
What you will do
- Manage strategic customer relationships post-sale, focusing on adoption, retention, and value delivery with minimal oversight
- Deliver outcome-oriented QBRs/EBRs and lead success planning to align customer goals with platform capabilities
- Drive platform adoption and feature engagement through best practices, enablement, and education on roadmap developments
- Monitor account health using data-driven insights; proactively identify risks and lead coordinated mitigation efforts
- Resolve complex escalations with timely, clear communication and a focus on long-term customer trust and satisfaction
- Collaborate with Sales, Engineering, and Support to influence renewal and expansion outcomes
- Represent the customer voice internally, providing structured feedback to Product and other teams
- Support knowledge sharing and contribute to internal process development or mentoring where relevant
Must Haves
- 8+ years of experience in enterprise SaaS, with at least 3 years in Customer Success, TAM, or support roles
- Proven track record managing complex customer relationships, including executive-level stakeholders
- Strong communication, analytical, and problem-solving skills with an emphasis on delivering measurable outcomes
- Technical familiarity with internet and ne