Senior Customer Success Manager

Accountabilities:

As a Senior Customer Success Manager, you will oversee enterprise customer relationships, lead project delivery teams, and develop strategies that improve customer outcomes, retention, and account growth. Your responsibilities will include:

• Client Relationship and Account Management: Own key enterprise relationships throughout the post-sales lifecycle, including onboarding, product adoption, ongoing engagement, and long-term success planning.

• Serve as the primary point of contact and trusted advisor for senior stakeholders, including executive decision-makers, through regular business reviews and strategic planning sessions.

• Represent the voice of the customer internally, partnering with Sales, Product, Engineering, and Data teams to resolve challenges and improve customer outcomes.

• Project Delivery and Team Leadership: Lead a group of project managers and coordinators responsible for delivering multiple client projects simultaneously, ensuring compliance with established standard operating procedures and delivery protocols.

• Take ownership of complex, novel project scenarios and customer use cases, developing repeatable approaches and delivery playbooks for future projects.

• Mentor, train, and develop team members across different project types to strengthen capabilities, consistency, and operational resilience.

• Revenue Retention and Growth: Drive product adoption, customer value realization, and measurable success across the assigned portfolio.

• Own renewal and expansion targets, maintain accurate forecasts and renewal pipelines, and identify opportunities for cross-selling and upselling within existing accounts.

• Proactively identify customer dissatisfaction and churn risks, implementing structured mitigation plans to protect gross and net revenue retention.

• Customer Health and Continuous Improvement: Monitor project health indicators, customer satisfaction, license utilization, engagement metrics, and account health scores, taking corrective action when needed.

• Maintain accurate customer records, renewal forecasts, and account information within CRM systems.

• Improve Customer Success processes, playbooks, and scalable engagement models, including onboarding refreshers and feature enablement sessions.

• Operational Excellence: Forecast team capacity and contribute to hiring and resource planning decisions for the assigned project cluster.

• Manage team priorities and determine when customers require more intensive support or a higher-touch engagement model.

• Partner with Support and Product teams to resolve issues affecting customer satisfaction, product adoption, and renewals.

Requirements:

The ideal candidate combines enterprise customer success experience with strong commercial awareness, analytical thinking, and the ability to lead complex projects and customer relationships. The following qualifications and capabilities are expected:

• 2–3 years of hands-on experience as a Customer Success Manager in a B2B enterprise SaaS environment, with direct customer-facing and project management responsibilities.

• A demonstrated record of managing renewal, retention, or expansion targets and delivering measurable results.

• Proven ability to build and maintain relationships with executive decision-makers and navigate complex, multi-stakeholder organizations.

• Strong understanding of customer success metrics, including product adoption, customer retention, net revenue retention (NRR), and forecast accuracy.

• Excellent analytical skills and a data-driven approach to identifying trends, evaluating account performance, and developing actionable strategies.

• Mandatory proficiency in Microsoft Excel; working knowledge of SQL is an advantage.

• Excellent written and verbal communication skills, including the ability to manage difficult conversations, communicate complex information clearly, and remain composed in challenging situations.

• Strong commercial acumen and the ability to balance customer needs with business objectives.

• Excellent organizational and prioritization skills, with the ability to manage multiple complex customer relationships and project timelines simultaneously.

• A high level of ownership, initiative, accountability, and execution discipline in a fast-paced environment.

The following qualifications and experience would be advantageous:

• A background in business consulting or client success.

• An MBA from a leading institution or equivalent experience in a startup leadership role.

• Experience working in cross-functional, high-velocity technology or AI-driven teams.

• Familiarity with scaled or pooled account management models.

Benefits:

• Full-time employment in a technology-driven environment.

• Opportunity to manage strategic enterprise accounts and complex, high-value customer projects.

• Exposure to AI-powered products and collaboration across Sales, Product, Engineering, and Data teams.

• Opportunities to develop leadership skills by mentoring project managers and coordinators.

• Professional growth through ownership of customer retention, renewal, and account expansion strategies.

• Opportunities to contribute to customer success processes, scalable delivery models, and operational improvements.

• A fast-paced environment that encourages initiative, analytical thinking, cross-functional collaboration, and accountability.