Senior Customer Success Manager
New
A
AccelaGov Tech
Remote Based - USFull-TimeSenior
Salary$90,000 - $110,000
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Job Details
- Experience
- 4+ years in SaaS Customer Success, Account Management, or a related field
- Required Skills
- Data AnalysisCustomer SuccessSaaSAccount ManagementCRM
Requirements
- 4+ years in SaaS Customer Success, Account Management, or a related field.
- Experience managing 25 or more accounts at once against a touch-based segmentation model.
- 2+ years using Gainsight for health scoring, playbooks, and reporting.
- Demonstrated ownership of retention outcomes, including renewal forecasting, risk identification, and save plans.
- Strong data skills, including building dashboards and reporting.
- Excellent communication and presentation skills.
- Experience building customer enablement such as training, onboarding, or adoption campaigns.
- Comfort using AI tools to scale work across a large portfolio.
- Willingness to travel approximately 20%.
Responsibilities
- Own a portfolio of up to 50 mid-market government agency accounts in your region, along with the high, medium, and low touch segmentation model.
- Own gross dollar retention (GDR) for the segment by forecasting renewals, identifying risk early, and driving retention.
- Own customer health in Gainsight using health scores, playbooks, and CTAs.
- Build trusted advisor relationships with CIOs and department directors and lead business reviews.
- Develop account plans for high touch accounts and design scaled review motions for medium and low touch accounts.
- Drive adoption and enablement through training, onboarding support, and adoption campaigns.
- Use AI to scale coverage and track customer AI adoption as a health signal.
- Partner with Enterprise CSMs, Sales, Services, Support, and Product teams.
- Own escalations end to end and advocate for customer needs.
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