Senior Customer Success Manager
New
C
ChartHopSaaS HR software
Remote USFull-TimeSenior
SalaryBase Salary $90K – $120K • Offers Equity • Offers Bonus
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Job Details
- Experience
- 5+ years in Customer Success, SaaS consulting, or a related field
- Required Skills
- Project ManagementCustomer SuccessCross-functional collaboration
Requirements
- Have 5+ years in Customer Success, SaaS consulting, or a related field.
- Demonstrate a track record of owning enterprise customer relationships, renewals, and commercial negotiations.
- Manage relationships with C-suite and VP-level stakeholders.
- Bring experience with SaaS implementations, project management, and cross-functional collaboration.
- Understand and consult on complex workflows across People, Finance, and Recruiting functions.
- Translate customer needs into product feedback and strategic recommendations.
- Experience at a high-growth startup is nice to have.
Responsibilities
- Build relationships with executive buyers, senior decision-makers, and stakeholders across customer accounts.
- Facilitate strategic discussions with customer leadership to mitigate risk and drive alignment.
- Initiate and own renewal strategy, narrative, and execution.
- Coordinate escalation resolution, flag risks early, and communicate through resolution.
- Define and track customer success metrics tied to business goals and validate outcomes.
- Drive adoption of retention-critical features and identify account expansion opportunities.
- Advise customers on workflows and review configurations to prevent data exposure risks or gaps.
- Own customer onboarding, training, and enablement documentation.
- Manage the implementation-to-CSM handoff and maintain account continuity.
- Bring customer feedback and insights to Product and Engineering, partnering with Sales and Support.
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