Senior Customer Success Manager

Teak is building better experiences for people attending live events and booking travel. They are seeking a strategic and relationship-driven Senior Customer Success Manager to lead a portfolio of high-value customer accounts, ensuring successful activation, retention, and long-term growth through partnership with Teak.

Responsibilities:

• Customer Activation & Value Attainment: Oversee activation plans for complex enterprise accounts; ensure measurable outcomes and time-to-value
• Customer Retention & Expansion: Own retention strategy and partner with Sales to identify and advance expansion opportunities
• Optimization Facilitation: Lead business reviews leveraging performance data; collaborate with CX, Optimization and Product teams to drive impact
• Customer Renewals: Forecast and manage renewals for assigned portfolio; proactively mitigate risk and strengthen long-term partnerships
• Customer Health: Monitor health metrics, conduct executive check-ins, and implement improvement plans
• Coverage & QBRs: Ensure multi-threaded coverage; lead structured QBRs that reinforce alignment and ROI
• Cross-Functional Leadership: Influence internal stakeholders (Product, Sales, Finance, Enablement) with actionable insights and advocacy

Requirements:

• 8+ years in Customer Success, Account Management, or Strategic Partnerships, ideally in SaaS, payments, ticketing, or registration platforms
• Proven success managing enterprise or strategic portfolios with complex commercial and operational requirements
• Deep understanding of customer lifecycle strategy - from activation to expansion — with measurable results
• Strong executive presence; skilled at facilitating strategic reviews, interactive sessions, and executive communications
• Experience collaborating with cross-functional teams to influence go-to-market priorities
• Analytical and data-driven, able to translate insights into business recommendations
• Comfortable identifying expansion signals and collaborating with Sales to grow strategic accounts
• High degree of ownership, resourcefulness, and composure in a fast-growth, evolving environment
• This is a remote position. Travel to Teak Hubs in Phoenix, San Francisco, Denver, Los Angeles, Austin, or Chicago may be required
• Familiarity with frameworks such as Miller Heiman LAMP is a bonus