Senior Customer Success Manager - (Remote - US)

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Requirements:

• 5+ years of experience in enterprise customer success, account management, or sales within a SaaS environment.
• Experience with strategic growth planning, account mapping, and driving expansion for enterprise customers.
• Strong knowledge of SaaS metrics (NRR, CLTV) and ability to influence them.
• Proven ability to manage complex customer relationships and drive revenue growth.
• Strong project management skills with the ability to navigate technical requirements.
• Familiarity with partner-led go-to-market models and leveraging partners to support customer success.
• Proficiency with CRM tools such as Salesforce and using analytics to inform strategy.
• Excellent communication skills and ability to work effectively in remote and hybrid environments.

Responsibilities:

• Manage a portfolio of high-value enterprise accounts, driving expansion and increasing annual recurring revenue (ARR).
• Develop and execute strategic account plans, aligning customer needs with product offerings.
• Lead value-driven conversations with customers, identifying cross-sell and upsell opportunities within the product suite.
• Foster and maintain executive-level relationships, securing long-term customer commitments.
• Drive customer retention and mitigate churn by proactively engaging with customers and using data insights.
• Manage escalations and resolve issues by working with internal teams such as support, product, and engineering.
• Track and report on key success metrics like NRR, ARR, growth, and customer adoption.
• Utilize CRM tools (Salesforce) to manage accounts and make data-driven decisions.