Senior Customer Success Manager
New
C
ChartHopHR SaaS
Remote USFull-TimeSenior
SalaryBase Salary $90K – $140K • $30K – $34.5K 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 of experience in Customer Success, SaaS consulting, or a related field.
- Demonstrate a track record of owning enterprise customer relationships, including renewals and commercial negotiations.
- Be comfortable managing relationships with C-suite and VP-level stakeholders.
- Have experience with SaaS implementations and project management.
- Have experience collaborating across functions.
- Be able to 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 a nice-to-have.
Responsibilities
- Manage a book of approximately 20–25 accounts, mostly in the mid-market segment, with a few enterprise accounts.
- Build relationships with executive buyers, senior decision-makers, and account stakeholders; map champions, detractors, and key contacts.
- Facilitate strategic discussions with customer leadership to mitigate risk and drive alignment.
- Own renewal discussions, strategy, narrative, execution, and forecasting.
- Identify and mitigate account risks, coordinate escalations, and communicate through resolution.
- Define customer success metrics tied to business goals and validate outcomes through retrospectives.
- Drive adoption of retention-critical features and identify opportunities for account expansion.
- Consult on customer workflows and review configurations to prevent data exposure risks or gaps.
- Own customer onboarding, training, and enablement so customers can operate ChartHop independently.
- Manage the implementation-to-CSM handoff and share customer feedback and trends with Product and Engineering.
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