Own a portfolio of enterprise accounts, driving successful onboarding, adoption, value realization, and renewal.
Serve as a trusted advisor to customer stakeholders and executives by delivering insights, recommendations, and tailored guidance aligned to their goals.
Partner closely with Sales to identify and support expansion and upsell opportunities, as well as to ensure seamless renewals.
Conduct and deliver high-impact touchpoints including Quarterly Business Reviews, product roadmap sessions, and usage reporting.
Collaborate cross-functionally to escalate and resolve account risks, ensuring alignment on customer goals and challenges.
Track and report on customer health, usage trends, and business outcomes to inform proactive account strategies.
Champion customers internally, influencing product direction and service improvements based on customer feedback and needs.
Develop and refine customer success best practices, tools, and playbooks to continuously improve the customer experience.

8+ years of B2B experience in Customer Success, Account Management, Consulting, or related roles within high-growth, global SaaS companies.
Demonstrated success in a product-led or consumption-based model with a focus on enterprise customers.
Proven track record of building and maintaining executive-level relationships internally and externally.
Strong written and verbal communication skills with experience delivering customer-facing presentations.
Familiarity with Salesforce and customer engagement tools; experience with project management platforms is a plus.
Experience in Contingent Workforce and / or Services Procurement is a plus.

Senior Customer Success Manager

Key skills