Senior Customer Success Manager

5-7 years of customer success experience managing a strategic book of business Experience managing a portfolio of 25-50 mid-market or enterprise accounts with $5-7M ARR Strong track record in renewals, upsell motions, and influencing GRR/NRR Organized and accurate CRM usage for forecasting, prioritization, and management Process-oriented with ability to spot gaps and design practical solutions Experience turning around challenging or declining customers Experience with Salesforce, Hubspot, Gong, and Gainsight

Design and execute comprehensive success strategies aligned with customer business objectives Conduct strategic business reviews demonstrating ROI and identifying growth opportunities Build executive-level relationships with key stakeholders Architect and drive adoption strategies to maximize platform utilization Analyze leading indicators to predict customer trajectory and address risks Own gross and net revenue retention targets for assigned customer portfolio Identify and cultivate customer advocates for case studies and reference calls Develop industry-specific best practices and frameworks Synthesize customer feedback into actionable product insights