Senior Customer Success Manager

ChartHop is on a mission to create healthy transparency within organizations, and they are seeking a Senior Customer Success Manager to join their Customer Experience team. This role involves owning the full customer relationship, driving business outcomes, and ensuring successful adoption of the platform while serving as a trusted advisor to key stakeholders.

Responsibilities:

• Build and maintain strong relationships between ChartHop and executive buyers, senior decision-makers, and multiple stakeholders across each account — mapping champions, detractors, and key contacts to protect against turnover risk
• Consistently facilitate strategic discussions involving leadership to mitigate risk and drive internal alignment and focus
• Initiate renewal discussions and fully own renewal narrative, strategy and execution
• Drive and facilitate fast, coordinated resolution of escalations — flagging risks early, delegating internally, and communicating clearly until resolution is achieved
• Proactively identify and mitigate risk before it compounds by surfacing feedback across internal teams and actioning information
• Define and track customer success metrics tied to each customer's business goals — not just platform usage
• Ensure successful outcomes on key use cases and planning cycles; validate impact through retros (formal or informal)
• Drive adoption of retention-critical features and identify opportunities to expand accounts through additional modules or deeper use of contracted modules
• Serve as a product subject matter expert and workflow consultant — helping customers construct their desired workflows while owning final review to prevent data exposure risks or configuration gaps
• Own the customer enablement strategy: onboard, train, and coach customers to operate ChartHop independently as admins and users, supported by enablement documentation
• Own the implementation-to-CSM handoff, absorbing full account context to ensure continuity
• Be the structured voice of the customer internally — bringing product feedback, trends, and insights to Product and Engineering
• Partner closely with Sales, Support, and Product to drive customer outcomes through clear, direct communication

Requirements:

• 5+ years in Customer Success, SaaS consulting, or a related field
• Proven track record of owning enterprise customer relationships, including renewals and commercial negotiations
• Strong executive presence — comfortable managing relationships with C-suite and VP-level stakeholders
• Experience with SaaS implementations, project management, and cross-functional collaboration
• Ability to understand and consult on complex workflows across People, Finance, and Recruiting functions
• Proficiency translating customer needs into product feedback and strategic recommendations
• Experience at a high-growth startup (nice to have)