Senior Customer Success Manager

Here is a compliance-ready, structured Job Description for a Senior Customer Success Manager tailored to meet Built In guidelines and pass automated platform verification checks.

It features standard industry titles, clean percentage breakdowns for responsibilities, measurable qualifications, transparent salary placeholders, and inclusive EEO language.

Senior Customer Success Manager

Location: [City, State / Remote / Hybrid]

Employment Type: Full-Time

Department: Customer Success / Revenue Operations

Compensation: $[Min Range] –$[Max Range] / year (Dependent on experience) + Benefits / OTE

About the Role

We are looking for a high-performing Senior Customer Success Manager to manage and elevate relationships with our strategic enterprise accounts. In this role, you will act as a trusted advisor to key business stakeholders, driving product adoption, retention, cross-sell/upsell opportunities, and long-term customer value.

You will collaborate closely with Sales, Product, and Support teams to advocate for customer needs, mitigate churn risks, and establish scalable success strategies across the customer lifecycle.

Key Responsibilities

• Account Management & Retention (40%): Own a dedicated portfolio of high-value client accounts, driving retention, quarterly business reviews (QBRs), and renewal strategy to maximize net revenue retention (NRR).
• Adoption & Value Realization (25%): Partner with clients to map out business goals, design onboarding and expansion roadmaps, and drive adoption of key platform features.
• Expansion & Revenue Growth (20%): Identify upselling and cross-selling opportunities in collaboration with Account Executives and Growth teams.
• Customer Advocacy & Feedback (15%): Serve as the voice of the customer internally, relaying feature requests, product feedback, and operational bottlenecks to Product and Engineering teams.

Qualifications & Requirements

Minimum Requirements:

• Experience: 5+ years of customer success, account management, or technical consulting experience in a SaaS or B2B tech environment.
• Portfolio Management: Proven track record of managing high-touch/enterprise client portfolios with ARR targets.
• Strategic Communication: Strong executive presence with experience running Executive Sponsor meetings and QBRs.
• Data-Driven: Proficiency in analyzing account health metrics (usage data, NPS, CSAT) to identify churn risks and growth trends.
• Tools: Hands-on experience with modern CRM and Customer Success platforms (e.g., Salesforce, Gainsight, ChurnZero, HubSpot).

Preferred Qualifications (Nice-to-Have):

• Experience managing enterprise-level contracts and complex, multi-stakeholder renewals.
• Familiarity with technical product integrations or background working with developer/enterprise tools.
• Domain knowledge in [your specific industry, e.g., FinTech, MarTech, Cloud/SaaS].

Key Performance Indicators (KPIs)

• Net Revenue Retention (NRR): Meeting or exceeding annual retention targets across assigned portfolio.
• Account Health & Adoption: Maintaining high account health scores and feature adoption rates.
• Customer Value Delivery: Successful execution and satisfaction metrics across client QBRs and business outcomes.

What We Offer

• Healthcare & Wellness: Comprehensive medical, dental, and vision insurance.
• Work-Life Balance: Generous PTO, flexible hybrid/remote options, and company-wide wellness days.
• Learning & Development: Annual professional development budget and leadership training programs.
• Financial Perks: Competitive base salary + incentive compensation (OTE), 401(k) matching program, and commuter/remote work stipends.

Equal Opportunity Employer

We are an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.