Job description
PulseCloud Technologies is a fast-growing SaaS company delivering customer-centric cloud solutions. Weâre seeking a Senior Customer Success Manager to join our Austin-based team. Youâll partner with customers to unlock value, drive adoption, and ensure successful outcomes that fuel retention and expansion.
As a Senior CSM, youâll own strategic relationships, guide success plans, and collaborate with Product, Sales, and Support to deliver measurable impact. This is a high-visibility role in a culture that values initiative, empathy, and data-driven decision making.
What youâll love about this role: high autonomy, a collaborative team, and a clear path to leadership. Youâll work with diverse industries, from SMBs to mid-market, and help customers achieve ROI through proactive engagement and outcomes.
Responsibility
- Onboard and activate new customers, ensuring successful time-to-value and adoption.
- Partner with customers to develop and execute tailored success plans aligned to their goals.
- Monitor health metrics, usage trends, and risk indicators; intervene before churn occurs.
- Own and drive renewal and expansion opportunities through proactive stakeholder engagement.
- Collaborate with Product, Sales, and Support to address blockers and maximize value realization.
- Facilitate quarterly business reviews (QBRs) and executive-level updates.
- Provide coaching and best-practices to customers and internal teams to scale success.
Qualification
- Bachelorâs degree or equivalent professional experience in a relevant field.
- 3+ years of Customer Success, Account Management, or SaaS experience.
- Proven track record of reducing churn and increasing product adoption and ARR.
- Excellent communication, presentation, and relationship-management skills.
- Strong analytical abilities and proficiency with CS tools (e.g., Gainsight, Zendesk, Intercom) and CRM (Salesforce).
- Ability to manage multiple accounts and conflicting priorities in a fast-paced environment.
- Customer-centric mindset with a solutions-focused approach.
- Willingness to travel occasionally and adapt to a startup-like culture.