Job description
We are seeking a proactive, data-driven Senior Customer Success Manager to join our fast-growing SaaS company. You will partner with enterprise and mid-market clients to ensure they realize value from our platform, drive renewals, reduce churn, and expand usage.
As a trusted advisor, you will onboard customers, map success plans, and advocate for customers across teams. You will collaborate with Sales, Product, and Support to amplify customer outcomes and influence product improvement.
Responsibility
- Own the end-to-end onboarding journey for new customers, ensuring quick time-to-value.
- Monitor health metrics, usage patterns, and risk signals to prevent churn.
- Drive adoption and value realization by sharing best practices and strategic guidance.
- Lead quarterly business reviews with executive sponsors to renew and expand.
- Collaborate with Sales to identify and execute expansion opportunities.
- Serve as the voice of the customer, conveying feedback to Product and Support teams.
- Mentor and coach junior CSMs to scale customer success programs.
Qualification
- Bachelor's degree in business, technology, or a related field
- 5+ years in customer success or account management in a SaaS environment
- Demonstrated success driving renewals and expansions with enterprise and mid-market customers
- Excellent communication, presentation, and relationship-building skills
- Experience with customer success platforms (Gainsight, Intercom) and CRM (Salesforce)
- Strong data analysis and problem-solving abilities with a customer-first mindset
- Ability to manage multiple priorities and work cross-functionally in a fast-paced environment