Senior Customer Success Manager - Commercial
RemoteUnited States
Job Summary
Manage 45–55 mid-market accounts by driving adoption, retention, and growth with a success KO and value map established within 60 days. Build and execute multi-quarter success plans linking platform use cases to measurable value, while leading quarterly business reviews and executive briefings to influence renewal and expansion decisions. Own full accountability for retention, expansion, and forecast accuracy, presenting weekly forecasts and calling on outcomes independently. Navigate complex organizations from technical admins to the C-suite, running escalation and risk motions without manager assistance and negotiating renewals with principled tradeoffs. Deploy AI agents to automate workflows and scale impact, while synthesizing customer feedback for Product & Engineering and partnering cross-functionally to ensure seamless experiences.
Required Qualifications
- 5+ years of progressive experience in Customer Success, Account Management, or similar SaaS role
- Track record of operating at a senior or advanced individual-contributor level
- Proven success driving measurable customer outcomes and results in a high-volume, high-value customer portfolio
- Ability to prioritize effectively across varied needs and engagement levels
- Strong commercial acumen
- Experience running structured renewal and expansion strategy end-to-end
- Ability to negotiate principled give/get tradeoffs
- Ability to balance customer advocacy with business goals
- Strong executive presence
- Consultative storytelling skills
- Ability to frame technical and financial narratives for C-suite audiences
- Strategic, curious, and customer-centric mindset
- Focus on long-term outcomes rather than transactional check-ins
- Strong operational rigor
- Natural ability with documentation, forecasting, and account planning
- Demonstrated ability to operate with minimal oversight
- Demonstrated ability to run escalations independently
- Demonstrated ability to proactively share wins, strategies, and playbooks that help raise the bar for peers
- Demonstrated technical curiosity
- Comfort engaging on product architecture
- Comfort engaging on integrations
- Comfort engaging on workflow automation
- Ability to understand product architecture without coding
- Ability to lean in to understand product details
Desired Qualifications
- Experience supporting Incentive Compensation Management (ICM)
- Experience supporting Sales Performance Management (SPM)
- Experience supporting complex Fintech/Accounting solutions
- Direct experience navigating the Office of the CFO
- Direct experience navigating Revenue personas
- Proficiency with popular CRMs (e.g., Salesforce)
- Proficiency with Customer Success platforms (e.g., ChurnZero)
- Informal mentoring experience
- Enablement experience
- Process-improvement experience
- Experience onboarding teammates
- Experience building a playbook
- Experience leading a working group
- Experience not in a formal people-management capacity
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