Job description
We are a fast-growing SaaS company that helps mid-market teams unlock value through data-driven customer success. We are seeking a Senior Customer Success Manager to own onboarding, adoption, and long-term success for a portfolio of strategic customers in the Austin area. You will partner with Sales, Product, and Support to deliver exceptional outcomes and drive renewal revenue.
In this role, you will craft tailored onboarding plans, monitor product usage, and guide customers to achieve measurable business value. You will also surface product feedback, contribute to playbooks, and advocate for customers across the company. If you’re passionate about helping customers succeed and thrive in a collaborative, high-growth environment, we want to hear from you.
What you’ll do in this role:
Responsibility
- Own end-to-end onboarding and implementation for a portfolio of strategic customers, ensuring successful time-to-value.
- Develop and execute customer success plans with clear milestones, goals, and value metrics.
- Monitor health scores, identify at-risk accounts, and lead proactive interventions to reduce churn.
- Drive adoption and expansion by guiding users through product features and best practices, and partnering with Sales on upsell opportunities.
- Conduct quarterly business reviews with executives and stakeholders to demonstrate ROI and alignment with business goals.
- Collaborate cross-functionally with Product, Support, and Marketing to advocate for customers and feed product improvements.
- Own documentation, playbooks, and training materials to scale customer success across the portfolio.
- Provide feedback to Product and Engineering based on customer insights and market trends.
Qualification
- Bachelor’s degree or equivalent experience in business, technology, or a related field.
- 3+ years in Customer Success or a similar customer-facing role within a SaaS environment.
- Proven track record in achieving renewals, expanding accounts, and improving customer satisfaction (CSAT/NPS).
- Strong communication, presentation, and negotiation skills with the ability to influence at all levels.
- Experience with CRM and CS tools (Salesforce/HubSpot, Gainsight, Zendesk, Intercom).
- Analytical mindset with the ability to translate data into actionable strategy and outcomes.
- Collaborative, proactive, and comfortable working in a fast-paced, remote-friendly or hybrid environment.
- U.S. work authorization.