Senior Customer Success Manager
$138,000–$150,000 year
On-siteSan Francisco, California, United States
Job Summary
Own a strategic Enterprise portfolio of 40-50 single product customers totaling $3.5M ARR, managing retention, adoption, expansion, and clear book ownership. Partner closely with Sales, Renewal Managers, and pod leaders within a co-led GTM model to align on account strategy and own the full customer revenue lifecycle. Drive commercial outcomes by managing GRR and NRR through bi-annual Executive Strategy Reviews, adoption planning, proactive risk management, and CSQL creation. Connect customer priorities to measurable business value, strengthen executive relationships, and validate renewal intent while leveraging automated plays and AI-enabled tools to increase adoption and surface opportunities. Maintain strong account hygiene in Vitally, share customer feedback, and contribute playbooks that strengthen the broader CX and GTM practice.
Required Qualifications
- Experience managing Enterprise or scaled B2B SaaS portfolios
- A track record of owning GRR and NRR
- Strong executive communication skills
- The ability to lead data-informed, value-based conversations
- A proactive approach to risk management
- Strong customer and product curiosity
- Sound judgment in high-stakes situations
- The ability to collaborate effectively across functions
- Comfort using AI as a practical tool to synthesize information, improve prioritization, and increase the quality and consistency of customer engagement
- Experience working within a pod-based model
- Ability to operate with high accountability in a pod-based model
- Ability to manage 40-50 single product Enterprise customers
- Accountability for retention, adoption, expansion, and clear book ownership
- Ability to partner closely with Sales, Renewal Managers, and pod leaders
- Ability to own the full customer revenue lifecycle across adopt, expand, and renew
- Ability to manage GRR and NRR through bi-annual Executive Strategy Reviews
- Ability to create adoption plans
- Ability to perform proactive risk management
- Ability to create CSQL
- Ability to connect customer priorities to measurable business value
- Ability to strengthen executive relationships (CHROs, CPOs, etc.)
- Ability to validate renewal intent
- Ability to use digitally-led customer experience (DLCX) motions
- Ability to use automation
- Ability to perform one-to-many outreach
- Ability to maintain strong account hygiene in Vitally
- Ability to share customer feedback
- Ability to contribute ideas and playbooks that strengthen broader CX and GTM practice
- Ability to work from local office an average of 2 days a week
Desired Qualifications
- Previous experience in HR tech
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