Senior Customer Success Manager
New
Remote, US Time Zones (EST–PST)ContractSenior
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- At least 2 years at a senior level
- Required Skills
- SalesforceTableauHubSpotGoogle WorkspaceSlackAsanaLooker
Requirements
- Experience in Customer Success, Account Management, or a related client-facing role
- At least 2 years experience at a senior level in customer success or account management
- Demonstrated track record of managing and growing a portfolio of high-value, complex accounts
- Strong commercial acumen with experience owning renewal and expansion targets
- Exceptional relationship-building skills with the ability to engage and influence C-suite and senior stakeholders
- Highly analytical mindset with the ability to translate data into actionable insights and compelling narratives
- Outstanding written and verbal English communication skills with a polished, professional presence
- Prior remote work experience
- Fluency with remote collaboration tools (Slack, Zoom, Google Workspace, Asana, or similar)
- Ideally worked with US or UK-based companies
- Experience in a SaaS, technology, or professional services environment (Preferred)
- Familiarity with CRM and CS platforms such as Salesforce, HubSpot, Gainsight, ChurnZero, or Totango (Preferred)
- Background in leading or contributing to CS team development, playbook creation, or enablement programs (Preferred)
- Experience working with international or enterprise-level clients across multiple time zones (Preferred)
Responsibilities
- Own a portfolio of strategic accounts, serving as the primary point of contact and trusted advisor throughout the customer lifecycle
- Drive customer onboarding, adoption, and ongoing engagement to ensure clients achieve their desired outcomes
- Develop and execute tailored success plans aligned to each customer's business goals and KPIs
- Identify expansion and upsell opportunities in partnership with the sales team, and proactively address churn risks
- Conduct regular business reviews (QBRs/EBRs) with senior stakeholders to demonstrate ROI and align on roadmap priorities
- Act as the voice of the customer internally, advocating for product improvements and influencing the roadmap
- Monitor health scores, usage data, and customer sentiment to proactively intervene and drive value realization
- Collaborate cross-functionally with Sales, Product, Support, and Implementation teams to deliver a seamless customer experience
- Mentor junior CSMs and contribute to team best practices, playbooks, and process improvements
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