Senior Customer Success Manager

Role Overview

• Own the Top Tier Account Book: Take full relationship and revenue ownership of Timely’s largest, highest-potential accounts globally, carrying direct accountability for Net Revenue Retention (NRR) targets.
• Proactively identify cross-department upsell vectors, navigate complex procurement, and execute corporate-wide rollouts to systematically close seat expansion, upsell, and cross-sell pipeline.
• Build deep, multi-layered relationships across your portfolio. Move aggressively beyond a single point of contact to align with C-suite executives, business unit leaders, and key economic buyers to cement Timely as a long-term strategic vendor.
• Partner with the Sales team during late-stage cycles to meet with high-value prospects, present the post-sales success roadmap, and serve as a powerful differentiator to win deals.
• Establish and conduct structured, data-driven Quarterly Business Reviews (QBRs) and ROI presentations that tie Timely’s product adoption metrics directly back to the customer's high-level business outcomes and strategic goals.
• Lead complex implementations and proof-of-concept transitions, picking up the baton perfectly from Sales to ensure rapid time-to-value during the critical first 90 days.
• Customize and execute Top tier account rollout frameworks to ensure smooth, organization-wide software adoption.
• Establish and monitor proactive portfolio health indicators. Use AI-driven usage data and relationship signals to identify risks early and deploy mitigation strategies long before the renewal window.
• Act as the strategic bridge between our largest clients and internal Product/Engineering teams. Translate complex compliance, security, and feature requests into actionable roadmap inputs that unlock future Top tier account pipeline.
• Partner with the Head of CS to design playbook iterations, scale departmental infrastructure, and mentor mid-market CSMs as the team grows.

Requirements

• 5+ years of experience in Customer Success, Strategic Account Management, or a commercial growth role, specifically within a B2B SaaS environment.
• Proven track record of owning a quota, identifying expansion signals, navigating procurement, and driving expansion revenue.
• Exceptional communication skills with a demonstrated ability to command a room, influence C-suite buyers, and manage complex stakeholder maps (champions, skeptics, and buyers).
• Experience managing large-scale, multi-department software rollouts with strong change management skills.
• Understanding of time-tracking, resource management, or professional services productivity workflows is highly preferred.
• Comfort working in a fast-paced, scaling environment, with the strategic maturity to build processes, not just follow them.

Benefits

• Competitive salary
• Opportunity to shape the Top tier account framework of a growing global SaaS company