Senior Customer Success Manager

Remote (United States)

Employment Type

Full Time

Compensation

Annual Base Salary: $90,000 - $115,000 per year

Final compensation depends on location, cost of living, experience, skills, and business needs. Base salary is one part of the total compensation package, which may also include a target bonus, equity, and benefits.

About the Role

This opportunity is for a Senior Customer Success Manager responsible for owning the commercial performance, retention, expansion, value realization, and long-term growth of a customer portfolio. The role operates as a strategic advisor to executive stakeholders, helping customers improve productivity, profitability, workflow efficiency, and measurable business outcomes.

This position connects customers with internal product development teams by turning structured customer insights into roadmap conversations, revenue strategy, and customer experience improvements. The role requires strong commercial ownership, data fluency, executive communication, and disciplined portfolio management.

What You’ll Do

Commercial Ownership & Growth

• Drive measurable value realization within the first 90 days after sale by aligning onboarding outcomes to defined business KPIs.
• Own renewal and expansion strategy for the customer portfolio, including proactive identification of cross-sell and upsell opportunities.
• Support expansion opportunities that may include billing and payments solutions.
• Drive Net Revenue Retention by increasing product adoption depth, seat expansion, and multi-threaded engagement.
• Build and manage accurate renewal forecasts 90 to 120 days in advance.

Strategic Customer Leadership

• Develop multi-threaded relationships with decision-makers, economic buyers, and operational leaders.
• Enable internal champions with structured success plans, ROI messaging, and executive-ready materials.
• Develop deep domain expertise and translate platform capabilities into measurable business outcomes.
• Operate as a trusted advisor by diagnosing workflow challenges and aligning platform capabilities with customer objectives.
• Create and maintain Success Plans tied to customer KPIs and long-term growth objectives.
• Conduct executive-level business reviews to measure progress and identify next best actions.

Risk & Retention Excellence

• Proactively identify churn indicators using behavioral data, health metrics, and qualitative customer insights.
• Develop structured save plans with clear ROI messaging and executive alignment when risk emerges.
• Contribute to scalable retention methodologies.

Qualifications

• 7+ years of experience in B2B SaaS, ideally within accounting software or professional services software.
• Proven track record of owning renewals and driving measurable expansion revenue within complex accounts.
• Strong executive communication skills with the ability to influence business leaders and clearly articulate ROI.
• Demonstrated ability to manage a customer portfolio with commercial discipline, strategic depth, and strong prioritization.
• Proficiency with CRM systems, Customer Success platforms, forecasting tools, and analytics systems.
• Comfortable operating in a data-driven environment.
• Strong program management capability across cross-functional stakeholders.
• Willingness to travel periodically for strategic customer engagements and industry events.
• Experience working within distributed, global teams.

Benefits

• Paid flexible time off, with employees encouraged to use at least three weeks per year.
• Company-paid medical coverage for employees and eligible spouse, partner, and dependents.
• Company-paid dental and vision coverage for employees and eligible spouse, partner, and dependents.
• Fully company-funded short-term and long-term disability coverage.
• Company-paid life insurance.
• 401(k) plan with company matching.
• Flexible Spending Account.
• Up to 8 weeks of paid parental leave.
• Work-from-home stipend.
• Opportunity to work with an experienced, high-performing team.
• Collaborative, team-oriented culture focused on diversity, development, and consistent feedback.
• Opportunity for internal growth within a fast-growing organization that promotes high performers from within.