Manage and grow a portfolio of strategic accounts with consistent retention and expansion results
Build trusted relationships with customer stakeholders and become a strategic advisor to their GTM teams
Drive onboarding, adoption, renewals, and expansion opportunities across your book of business
Use customer usage data and health signals to proactively identify risks and opportunities
Leverage AI and automation tools to scale outreach, improve workflows, and surface actionable insights
Partner closely with Sales, Product, and Engineering to advocate for customer needs
Support team growth through knowledge sharing, onboarding support, and process improvements
Help improve how Customer Success operates as the company scales

5+ years of experience in Customer Success, Account Management, or a related SaaS role
Proven track record managing strategic accounts with strong retention and expansion performance
Comfortable navigating renewals and commercial conversations with senior stakeholders
Strong product acumen and the ability to quickly become a trusted product expert
Analytical mindset with experience using customer health, usage, and engagement data to drive decisions
Experience working cross-functionally with Sales, Product, and Engineering teams
High ownership and comfort operating independently in a fast-moving remote environment
Familiarity with tools like Salesforce, Gainsight, Vitally, or similar CS platforms
Curiosity and comfort experimenting with AI and automation tools to improve workflows and customer outcomes
Strong understanding of the modern GTM landscape and how revenue teams operate

Senior Customer Success Manager

Key skills