We are hiring a Senior Customer Success Manager responsible for owning and driving outcomes for a portfolio of strategic and enterprise customers. This role builds trusted relationships, ensures customers realize ongoing value from the platform, and drives retention and expansion as a strategic advisor.

What You'll Do

Own the end-to-end customer lifecycle for a portfolio of strategic and enterprise accounts.
Develop and execute customer success plans aligned to customer business goals, advocating for customer needs internally and ensuring timely follow-through.
Serve as the primary point of contact and trusted advisor for assigned customers, building strong relationships with customer stakeholders at multiple levels.
Drive product adoption and value realization through proactive engagement.
Monitor customer health, usage, and risk indicators; take action to prevent churn.
Partner with Sales on renewals and expansion opportunities.
Partner with Technical Account Managers, Support, Solutions Engineering, Product, and Sales teams to resolve customer challenges or progress renewals.
Coordinate escalations and ensure effective communication and resolution.
Provide structured customer feedback to influence product and experience improvements.
Maintain accurate customer data, success plans, and activity tracking in CRM and CS tools.
Contribute to playbooks, best practices, and scalable success motions.
Mentor junior CSMs and contribute to team knowledge sharing.

What We're Looking For

Bachelor’s degree in Business Administration, Management, Communications, Marketing, Information Systems, or a related field - or equivalent relevant experience.
5+ years of experience in Customer Success, Account Management, or related customer-facing roles in B2B SaaS.
Proven experience managing enterprise or strategic customer relationships.
Experience presenting and demonstrating technical solutions.
Strong ability to drive retention, adoption, and customer satisfaction outcomes.

Nice to Have

Excellent communication and stakeholder management skills.
Experience supporting enterprise and/or strategic SaaS customers.
Familiarity with technically complex products and CRM platforms.
Experience working with data protection and data compliance solutions.
Experience partnering cross-functionally, particularly with Sales and Product teams.

Team & Environment

This is a senior individual contributor role, collaborating cross-functionally.

Benefits & Compensation

Compensation: $140,000 - $175,000 per year.

Work Mode

This is a remote position open to candidates located in AL, AZ, CA, CO, FL, GA, IL, MA, MD, MI, MN, NC, NJ, NY, OH, SC, TX, VA, WA, or WI.

We value workplace diversity and ensuring an environment of mutual respect. We seek to recruit, develop, and retain the most talented people from a diverse candidate pool and are proud to be an equal opportunity employer.