{"id":2660613,"url":"https://alion.io/job/charthop-senior-customer-success-manager","title":"Senior Customer Success Manager","company":{"id":3508,"name":"ChartHop","domain":"charthop.com","url":"https://alion.io/company/charthop","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":90000,"max":120000,"currency":"USD","period":"year","gross":null,"usd_annual":120000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-15T22:03:15Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-26T08:22:50Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"Job Mission\nWe're looking for a Senior Customer Success Manager to join our Customer Experience team. In this role, you'll be the strategic partner our customers rely on to drive real business outcomes - not just platform adoption. You'll own the full customer relationship, from implementation handoff through renewal and expansion, and serve as a trusted advisor to HR, Finance, and People leaders at organizations of all sizes.\nWe will measure your success through:\nGross Revenue Retention (GRR)\n\nNet Revenue Retention (NRR)\n\nOverall customer health and successful outcomes\n\nRenewal outcomes and forecasting accuracy\n\nFollowing risk mitigation frameworks and playbooks\n\nWhat You'll Own\nRelationship & Retention\nBuild and maintain strong relationships between ChartHop and executive buyers, senior decision-makers, and multiple stakeholders across each account - mapping champions, detractors, and key contacts to protect against turnover risk\n\nConsistently facilitate strategic discussions involving leadership to mitigate risk and drive internal alignment and focus\n\nInitiate renewal discussions and fully own renewal narrative, strategy and execution\n\nDrive and facilitate fast, coordinated resolution of escalations - flagging risks early, delegating internally, and communicating clearly until resolution is achieved\n\nProactively identify and mitigate risk before it compounds by surfacing feedback across internal teams and actioning information\n\nValue & Adoption\nDefine and track customer success metrics tied to each customer's business goals - not just platform usage\n\nEnsure successful outcomes on key use cases and planning cycles; validate impact through retros (formal or informal)\n\nDrive adoption of retention-critical features and identify opportunities to expand accounts through additional modules or deeper use of contracted modules\n\nServe as a product subject matter expert and workflow consultant - helping customers construct their desired workflows while owning final review to prevent data exposure risks or configuration gaps\n\nOwn the customer enablement strategy: onboard, train, and coach customers to operate ChartHop independently as admins and users, supported by enablement documentation\n\nStrategic Oversight\nOwn the implementation-to-CSM handoff, absorbing full account context to ensure continuity\n\nBe the structured voice of the customer internally - bringing product feedback, trends, and insights to Product and Engineering\n\nPartner closely with Sales, Support, and Product to drive customer outcomes through clear, direct communication\n\nRequirements\n5+ years in Customer Success, SaaS consulting, or a related field\n\nProven track record of owning enterprise customer relationships, including renewals and commercial negotiations\n\nStrong executive presence - comfortable managing relationships with C-suite and VP-level stakeholders\n\nExperience with SaaS implementations, project management, and cross-functional collaboration\n\nAbility to understand and consult on complex workflows across People, Finance, and Recruiting functions\n\nProficiency translating customer needs into product feedback and strategic recommendations\n\nExperience at a high-growth startup (nice to have)\n\nApplication closes: October 26,2026","description_format":"text","description_chars":3249,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Human Resources","HR & Payroll Software"],"lifecycle":[{"event":"open","at":"2026-10-16T00:38:00Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":182500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":10,"expected_fill_days":47,"reasons":["conf:1","win:early"],"computed_at":"2026-10-26T05:57:25Z"},"pay":{"stated_usd_annual":120000,"is_top_pay":false},"html_url":"https://alion.io/job/charthop-senior-customer-success-manager","json_url":"https://alion.io/job/charthop-senior-customer-success-manager.json","meta":{"generated_at":"2026-10-26T09:23:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12643,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3508},"rest":"https://alion.io/mcp/rest/get_company?id=3508"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcharthop-senior-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcharthop-senior-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcharthop-senior-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/charthop-senior-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcharthop-senior-customer-success-manager"}]}