Senior Customer Success Manager

4–7 years of experience managing enterprise accounts in a SaaS Customer Success or Strategic Account Management role Proven success managing 6–7 figure portfolios, building relationships with executive stakeholders, and driving measurable business outcomes Comfortable operating in ambiguity with a strong ability to prioritize and act with urgency You have a consultative mindset and are able to translate complex product capabilities into business value for customers You’re collaborative, operationally-minded, and energized by contributing to structure and process at a growing startup Exceptional communication and presentation skills—able to engage technical and non-technical audiences with credibility and clarity You care deeply about your customers’ outcomes, and know how to balance advocacy, transparency, and results

Own a portfolio of Fieldguide’s largest and most strategic accounts, responsible for the retention, growth, and success of each relationship across contracted practice areas Serve as the primary executive-facing point of contact, building trusted advisor relationships with key stakeholders from senior managers to partners and firm executives Drive strategic adoption and long-term engagement, ensuring customers fully realize the value of the platform and use it to meet evolving business goals Run quarterly and annual Executive Business Reviews (EBRs) to align on goals, showcase outcomes, and secure continued alignment with client leadership Collaborate with Account Management and Revenue teams to influence renewals, expansions, and referrals through strong usage trends and strategic alignment Become a Fieldguide product expert, providing enablement, best practices, and roadmap alignment to drive adoption across frameworks and teams Serve as the voice of the customer internally—partnering with Product, Engineering, and Support to escalate feedback and drive solution delivery Own and exceed KPIs for Gross Revenue Retention, Net Retention, NPS, and contract pacing Leverage customer insights to inform scalable playbooks and success frameworks, helping evolve how we support large, complex firms at scale