Senior Customer Success Manager
New
J
JobgetherSaaS
Based in the United States, global time zonesFull-TimeSenior
Salary130,000 USD per year
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Job Details
- Experience
- 5–10+ years
- Required Skills
- Customer SuccessSaaSHubSpotZendeskNetworkingCRM
Requirements
- 5–10+ years of experience in Customer Success, SaaS, Technical Account Management, or a comparable client-facing role.
- Strong track record managing complex enterprise accounts.
- Strong technical aptitude, including knowledge of networking concepts, Wi-Fi infrastructure, network topology, or broader IT environments.
- Demonstrated success driving customer retention, relationship development, product adoption, and account growth.
- Strong business and financial acumen, with the ability to connect product usage to customer outcomes and ROI.
- Executive-level communication skills, with experience leading QBRs and presenting to Director, VP, and C-suite stakeholders.
- Proven ownership of renewal forecasting, customer health scoring, churn prevention, and risk management.
- Experience working with CRM and Customer Success platforms such as HubSpot or Zendesk, as well as AI tools for sentiment analysis.
- Ability to manage multiple priorities across a complex enterprise portfolio in a fast-paced environment.
- Comfortable collaborating across global time zones and working with geographically distributed teams.
- Bachelor’s degree or equivalent combination of professional experience and certifications is preferred.
- Willingness to travel occasionally for company meetings or customer onsite engagements.
Responsibilities
- Own strategic account planning for a portfolio of complex enterprise customers, developing and executing multi-year success plans connected to measurable business outcomes and ROI.
- Build trusted-advisor relationships with Director-, VP-, and C-level stakeholders by understanding their objectives and aligning solutions with broader business priorities.
- Manage the renewal lifecycle end to end, including forecasting, health scores, usage trends, risk identification, and proactive churn mitigation.
- Identify expansion opportunities by uncovering underutilized capabilities and increasing product adoption, while partnering with Sales on upsell and cross-sell initiatives.
- Serve as the primary escalation point for at-risk or highly complex accounts, coordinating internal resources and implementing recovery strategies.
- Lead Quarterly Business Reviews that demonstrate customer value, assess strategic alignment, and identify optimization and growth opportunities.
- Champion customer feedback and ensure insights are communicated effectively to inform product improvements, service enhancements, and roadmap decisions.
- Mentor fellow Customer Success Managers by sharing best practices in account planning, executive engagement, renewal management, and escalation handling.
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