Senior Customer Success Manager (US)

Dayshape is an award-winning software scale-up providing an AI-powered resource management platform for professional services firms. The Senior Customer Success Manager will manage strategic enterprise accounts, owning the end-to-end customer journey from onboarding through renewal while driving adoption, retention, expansion, and measurable customer outcomes.

Responsibilities:

• Lead a portfolio of our most strategic enterprise customers, building long-term partnerships with global leading professional services firms
• Act as a trusted advisor to senior stakeholders, helping customers achieve measurable business outcomes and maximise the value of Dayshape
• Drive adoption, optimisation, and growth across your accounts through strategic guidance and executive-level engagement
• Lead business reviews and strategic conversations, providing insight, challenge, and recommendations that support customers' evolving goals
• Identify opportunities to expand our partnerships, helping customers unlock additional value from our platform and services
• Proactively navigate complex customer challenges, bringing together cross-functional teams to deliver successful outcomes
• Champion the voice of the customer, shaping product direction through feedback, insights, and industry expertise
• Build strong customer advocates who contribute to case studies, events, reference programmes, and the wider Dayshape community

Requirements:

• Significant experience in Customer Success or Account Management, managing enterprise or complex customer relationships (ideally within the SaaS or software space)
• Strong commercial acumen, with experience supporting renewals, expansions, and revenue growth
• Proven ability to build and maintain relationships with executive-level stakeholders
• Experience driving product adoption, engagement, and measurable customer outcomes
• Ability to manage multiple complex projects and stakeholders simultaneously, with strong organisational skills
• Excellent communication and presentation skills, with the ability to influence and challenge constructively
• A proactive, customer-first mindset with strong problem-solving capabilities
• Ability to work cross-functionally and bring together internal stakeholders to deliver results
• This is a full-time role (37.5 hours per week). We typically work from 09:00 - 17:30 from Monday to Friday, though we can be flexible around this, just let us know
• Ideally, we are ideally looking for those based remotely in Austin or in the NJ Tri State Area
• Experience working with Professional Services or Public Accounting firms
• Experience with SaaS platforms, HR/ERP systems, or enterprise software solutions
• Experience improving customer success processes within a high-growth or scaling business