Sr Customer Success Manager

5+ years of experience in Customer Success, Onboarding, or Implementation within a B2B SaaS environment At least 1–2 years in a people management or team lead role Excellent communication and project management skills across business and technical audiences Adaptable and comfortable working in fast-paced, evolving environments with a bias toward action Familiarity with tools such as Salesforce or industry-specific platforms

Ensure customers are continuously supported, engaged, and set up for long-term growth Build deep partnerships and guide product adoption Surface expansion opportunities and proactively address risks to drive renewals and customer health Serve as the connective tissue between departments, surfacing friction and informing product enhancements Partner with Onboarding and Solutions counterparts for seamless handoffs Monitor and refine KPIs across onboarding, adoption, and retention Own success planning and feedback loops Support the development of enablement materials, templates, and automation