Senior Customer Success Manager

New

This position will be considered only in the following east coast states: MA, CT, NY, NJ, DC, PA, FL.Full-TimeSenior

Salary$80,000 - $95,000 annually plus a backend component tied to performance.

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Job Details

4–7 years of hands-on experience managing complex customer portfolios and driving commercial growth.
Proven track record of managing a recurring revenue book of business, including renewals and upsell growth.
Executive presence with the ability to articulate platform value to all levels, including C-suite.
Proactive, strategic, and entrepreneurial mindset focused on business outcomes.
Strong analytical problem-solving skills focused on optimizing client and internal processes.
Deeply ingrained customer-first mindset dedicated to understanding client health and product adoption.
Proficiency with industry tools such as Salesforce, Pendo, or specialized Customer Success platforms.
Ability and willingness to travel in-market up to 20% of the time for face-to-face client engagement.

Manage a diverse portfolio of Enterprise and SMB clients to ensure high retention and secure renewals and upsells.
Establish long-lasting partnerships with stakeholders up to the executive level.
Create and execute annual account plans to drive client success and secure necessary internal resources.
Guide clients on industry best practices and platform optimization to deliver measurable business value.
Identify client trends and expansion opportunities through continuous platform performance monitoring.
Act as the primary point of contact for accounts to manage requests and lead escalation action plans.
Partner with internal teams to streamline client management tools and translate feedback into product development.
Collaborate with Marketing to build and share impactful client case studies.

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