Senior Customer Success Manager

Asymbl is the workforce orchestration company bringing together workforce applications to hire human workers and manage digital labor strategies. The Senior Customer Success Manager will own a portfolio of accounts, build meaningful relationships, and drive retention and growth outcomes for customers using the platform.

Responsibilities:

• Own a portfolio of accounts across varying size, complexity, and lifecycle stage
• Build trusted relationships with key stakeholders at every level, from daily users to executive sponsors
• Monitor health scores and use segmentation to prioritize outreach and engagement
• Develop and maintain account plans that reflect customer goals, risks, and next steps
• Lead structured business reviews, check-ins, and proactive conversations tied to customer outcomes
• Drive adoption, measurable outcomes, and ongoing value realization across your portfolio
• Proactively identify and manage churn risk, low engagement, and strategic misalignment before they escalate
• Own ACV, NRR, and GRR accountability across your book of business
• Be comfortable having difficult conversations: churn risk, value gaps, misaligned expectations
• Generate CS-Qualified Leads (CSQLs) by identifying and surfacing expansion opportunities organically through relationship-led engagement
• Provide Salesforce configuration guidance and workflow-level support directly to customers, not just escalations
• Triage whether issues are user-side, configuration-side, or product-side before routing to Support
• Translate platform capabilities into practical solutions for customer recruiting and staffing workflows
• Contribute to playbooks, processes, and tooling as the CS function matures
• Proactively document processes, insights, and lessons learned to build shared team knowledge

Requirements:

• 4–7 years of Customer Success experience in B2B SaaS
• Demonstrated ability to manage a complex account portfolio independently
• Track record of retaining and growing accounts through relationship-led engagement
• Experience owning ACV, NRR, and GRR targets across your book
• Functional Salesforce fluency, including object/field relationships, declarative configuration, and basic permission troubleshooting. This is not optional for our platform
• Ability to triage whether a customer issue is user-side, configuration-side, or product-side before routing to Support
• Understand how platform setup affects customer outcomes and workflows
• Experience leveraging generative & agentic tools to streamline workflow
• Strong written and verbal communication. You can run a QBR and write a clear follow-up without hand-holding
• Organized and self-directed. Data-driven and manages prioritization independently
• Comfortable operating in ambiguity and helping define structure, not just follow it
• Experience working cross-functionally in a small or scaling company
• Natural curiosity & ability to dig into details to understand customer needs & pain-points
• Experience in or directly adjacent to staffing, recruiting, or HR technology. At least 1 year preferred. Candidates coming cold from unrelated SaaS verticals will face a steeper ramp
• Familiarity with applicant tracking system (ATS) platforms, CRM workflows, or recruiting operations
• Salesforce Admin or Platform Developer certification