Senior Customer Success Manager (Remote - TN)

Nodes & Links is developing an AI-first SaaS platform aimed at improving the management of large projects. The Senior Customer Success Manager will lead relationships with enterprise customers, focusing on onboarding, adoption, retention, and expansion to ensure long-term value from the platform.

Responsibilities:

• Managing a portfolio of enterprise customer accounts as the main post-sale contact
• Leading onboarding and implementation activity to set customers up for success
• Building success plans tied to customer goals, adoption, and measurable outcomes
• Running regular customer meetings, business reviews, and value conversations with key stakeholders
• Monitoring customer health, product usage, and engagement to identify risks and opportunities early
• Driving renewals and supporting expansion opportunities across existing accounts
• Acting as the voice of the customer internally and sharing feedback with Product and Engineering
• Working closely with cross-functional teams to resolve issues and improve the customer journey

Requirements:

• At least 5 years' experience in a relevant customer-facing role such as Customer Success Manager, Senior Customer Success Manager, Technical Account Manager, Account Manager, or Implementation Manager
• Experience managing Enterprise SaaS customers
• A strong track record in onboarding, adoption, retention, and renewal management
• Excellent stakeholder management skills, including confidence working with senior customer contacts
• Strong communication skills, both written and verbal
• A proactive, commercially minded, and customer-focused approach
• Experience in construction, infrastructure, project controls, or a related industry
• Familiarity with Primavera P6 or similar planning tools
• Experience working with complex workflows, data-driven platforms, or technical SaaS products
• Exposure to QBRs, executive reporting, and value-led account management