Senior Customer Success Manager
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Key details
- Location
- United States
- Work style
- Remote
- Level
- Lead / Staff+
- Job type
- Full-time
- Experience
- 5–8 yrs
- Function
- Customer success & Support
- Focus area
- other
- Posted
- 3h ago
Skills
About the role
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Customer Success Manager based in the United States.
The Senior Customer Success Manager will serve as a strategic advisor and trusted partner to a portfolio of high-value Mid-Market and Enterprise customers within a fast-growing SaaS environment. This role focuses on strengthening customer relationships, driving product adoption, maximizing retention, and identifying opportunities for account growth. You will oversee the customer journey from implementation through ongoing account management, ensuring seamless transitions and measurable business outcomes. Working closely with executive stakeholders and cross-functional teams, you will develop tailored success strategies and proactively address customer challenges. You will also contribute to customer advocacy, product feedback, and continuous improvement initiatives. This is a 12-month fixed-term contract offering the opportunity to make a meaningful impact while helping businesses optimize workforce management through innovative technology.
Accountabilities:
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Implementation and Customer Onboarding: Partner with Professional Services during implementation to monitor progress, ensure stakeholder alignment, validate configurations against customer objectives, and proactively resolve potential roadblocks. Lead seamless transitions from implementation to ongoing customer success at Go-Live.
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Strategic Account Management: Manage a portfolio of high-value Mid-Market and Enterprise customers, building strong relationships with executive and operational stakeholders across HR, Operations, Payroll, and senior leadership.
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Customer Success Planning: Develop and execute tailored Mutual Success Plans aligned with customer business objectives, operational requirements, and measurable return on investment.
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Executive Engagement: Prepare and lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs), presenting adoption metrics, business outcomes, product updates, and strategic recommendations.
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Product Adoption and Enablement: Monitor platform usage and help customers maximize the value of core and advanced features, including workforce scheduling, award interpretation, timesheets, and payroll readiness. Deliver tailored workshops and optimization sessions to support adoption.
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Technology Ecosystem Management: Guide customers through integrations and workflows involving HRIS, payroll, and point-of-sale systems, helping resolve technical challenges and improve operational efficiency.
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Customer Advocacy and Feedback: Build referenceable customer relationships and collaborate with Marketing on testimonials, case studies, reference calls, and review platform engagement. Communicate customer feedback and product improvement opportunities to Product, Engineering, and Design teams.
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Retention and Risk Management: Monitor customer health scores, product usage, and support trends to identify potential churn risks. Lead complex escalations and coordinate internal resources to resolve customer issues effectively.
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Renewal Support: Partner with Account Managers 90–120 days ahead of contract renewals, providing insights into account health, customer sentiment, product adoption, and demonstrated business value.
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Growth and Expansion: Identify opportunities for additional products, modules, locations, and user growth. Qualify expansion opportunities and coordinate their handoff to Account Management teams.
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Team Development and Operational Excellence: Mentor and support junior Customer Success Managers while contributing to internal playbooks, standard operating procedures, business review templates, and customer health management processes.
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Professional Experience: 5–8+ years of experience in B2B SaaS Customer Success or Strategic Account Management, including at least 2 years