Sr. Customer Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Customer Success Manager based in the United States.

The Sr. Customer Success Manager will serve as a strategic partner to enterprise customers, helping them achieve measurable business outcomes and long-term value.

You’ll manage the customer journey from post-onboarding and training through expansion opportunities and renewal.

The role combines relationship management, data analysis, strategic planning, and consultative customer engagement.

You’ll work closely with senior customer stakeholders to understand objectives, establish KPIs, and translate performance data into actionable insights.

By proactively identifying churn risks and growth opportunities, you’ll play a direct role in customer retention and account expansion.

You’ll collaborate across sales, product, data science, and customer success teams to deliver a consistently high-quality customer experience.

This is an opportunity for an experienced customer success professional to make a meaningful impact within a fast-paced enterprise software environment.

Accountabilities

• Own the end-to-end customer success lifecycle from post-onboarding and training through ongoing engagement, expansion, and renewal.
• Establish clear expectations around workflows, responsibilities, timelines, and desired customer outcomes.
• Build and maintain trusted relationships with customer sponsors and stakeholders across multiple levels of enterprise organizations.
• Understand customer business objectives, industry trends, and relevant performance benchmarks to recommend strategies and actions that drive value.
• Monitor and analyze account-specific data to identify potential churn risks, expansion opportunities, and areas requiring strategic intervention.
• Develop proactive account plans to address customer risks and capitalize on upsell and growth opportunities.
• Establish and monitor relevant KPIs to measure customer performance and demonstrate business impact.
• Translate complex data and performance metrics into clear insights, recommendations, and compelling customer-facing success stories.
• Deliver a high standard of customer service through strong organization, responsiveness, urgency, and strategic thinking.
• Partner effectively with sales, product, data science, and internal customer success teams to maximize customer outcomes.
• Manage multiple projects and initiatives simultaneously, ensuring implementations and rollouts remain on schedule.
• Contribute positively to team objectives and broader revenue retention and growth goals.
• Identify creative solutions to complex customer challenges and continuously seek opportunities to improve the customer experience.
• Perform additional responsibilities as needed to support customer and business objectives.

Requirements

• 5-8 years of experience in customer success, strategic account management, consulting, or a closely related field.
• Bachelor’s degree required.
• Experience working with enterprise or complex B2B clients and managing relationships with multiple stakeholders.
• Strong analytical and complex problem-solving skills, with the ability to turn customer and account data into actionable business insights.
• Strong proficiency in Excel and PowerPoint, including the ability to analyze, visualize, and present performance information effectively.
• Experience managing renewals and/or upsell opportunities is a plus.
• Background in B2B sales, inside sales, outside sales, or business development is advantageous.
• Strong organizational skills and exceptional attention to detail.
• Highly self-driven, proactive, and committed to delivering a superior customer experience.
• Excellent professional communication skills and the ability to communicate effectively with enterprise-level stakeholders.
• Strategic, “big-picture” mindset combined with the ability to execute against detailed customer plans.
• Ability to manage multiple priorities, projects, and customer initiatives while maintaining high service standards.
• Comfortable working under pressure and responding with urgency when customer needs require immediate attention.
• Creative and resourceful approach to solving challenging customer problems.
• Strong collaboration skills and ability to work effectively across sales, product, data science, and customer success functions.
• Demonstrated desire to grow professionally and take on increasing responsibility.

Benefits

• Flexible Paid Time Off for salaried employees.
• 10 company-paid holidays plus 4 additional extended company holidays.
• Multiple medical and dental plan options.
• 100% company-paid vision coverage.
• 401(k) plan available through Fidelity.
• Paid parental leave for eligible employees from the first day of employment.
• Employer-paid short-term and long-term disability insurance.
• Employer-paid life insurance.
• Critical illness, accident, and hospital indemnity insurance options.
• Employee Assistance Program (EAP).
• Employee discount program.
• Access to wellbeing resources, virtual coaching, and gym memberships.
• Fertility, family planning, maternity, parenting, and hormonal health support.
• Virtual prevention and physical therapy programs.
• Supplemental life insurance options.
• Financial wellbeing resources and personalized financial guidance.
• Pet insurance discount program.
• Virtual mental health support.
• Virtual eyewear and vision-related services.
• Mortgage services discount program.
• Flexible work arrangements designed to support collaboration and work-life balance.
• Opportunity to work with experienced professionals across customer success, sales, product, data science, and other functions.
• Career growth opportunities within a collaborative enterprise software environment.