Senior Customer Success Manager

Senior Customer Success Manager responsible for strategic advisory and trusted partnership with enterprise customers throughout onboarding, adoption, renewal, and expansion. Lead onboarding engagements, align goals and success criteria, coordinate cross-functional delivery (Professional Services, Product, Customer Experience), set measurable success metrics and adoption plans, drive customer readiness, and champion value realization. Develop and execute customer success plans, build relationships with technical and executive stakeholders, monitor health and usage metrics, conduct regular business reviews, identify expansion opportunities, and collaborate with Sales on upsell/cross-sell. Own renewals and revenue growth, maintain accurate CRM insights, advocate for customer needs internally, partner with Product/Engineering on feedback, and support customer advocacy initiatives (case studies, webinars, reference programs). Preferred skills include 5+ years in customer-facing SaaS roles, experience with renewals/retention, strong communication and project management, CRM systems proficiency (Salesforce, Gainsight, HubSpot), and a Bachelor's degree in CS/Engineering/Business or equivalent experience; occasional travel expected.