Senior Customer Success Manager
New
El Segundo, CA / Seattle / Portland / Remote California / Washington / Oregon, North America (Pacific) hoursFull-TimeSenior
Salary165,000 - 195,000 USD per year
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Job Details
- Experience
- 12+ years
- Required Skills
- CybersecurityAccount ManagementCustomer SuccessSaaS
Requirements
- 12+ years of experience in customer-facing roles
- Proven experience managing a high-velocity, scaled portfolio of 30+ accounts
- Bachelor's degree in computer science, engineering, or a related field
- Knowledge of Identity and Access Management (IAM)
- Cybersecurity and/or compliance background preferred
- Strong knowledge of cloud, hybrid, and on-premise IT architectures
- Experience within a fast-paced SaaS organization
- Demonstrated ability to manage customer relationships at scale
- Ability to communicate complex technical concepts to business stakeholders
- Available for customer engagement during Pacific time hours
Responsibilities
- Manage a portfolio of 35–38 Scaled accounts under $200k ARR
- Drive value-based outcomes through customer oversight and adoption recommendations
- Manage subscription renewal pipelines and maintain customer health
- Develop up-sell and cross-sell opportunities across a high-velocity account base
- Coordinate meetings between customers and internal teams
- Monitor product utilization trends and provide feedback for continuous improvement
- Communicate with implementation partners to improve outcomes
- Deliver customer education on features via webinars and digital channels
- Act as the advocate for the SMB Scaled customer segment
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