Senior Customer Success Manager
About the Opportunity The hiring organization is seeking a Senior Customer Success Manager to manage, protect, and grow strategic relationships across a high-value portfolio of North American enterprise accounts. In this role, you will act as a strategic business consultant and trusted advisor, guiding client executives through complex operational transformations. You will leverage work management systems, visual collaboration tools, and generative artificial intelligence capabilities to map, optimize, and scale business workflows. Collaborating closely with internal counterparts across Sales, Renewals, and Product, the Senior Customer Success Manager establishes long-term customer partnerships and drives strategic platform adoption. This is a full-time position located in the United States.
Key Responsibilities
Proactively manage a diverse and complex portfolio of North American enterprise accounts, serving as their executive liaison, strategic advisor, and primary advocate. Establish multi-layered relationship structures, including customer Centers of Excellence, connecting with administrators, operational champions, and executive leaders at the VP and C-suite levels. Co-create scalable success plans and measurable operational roadmaps that support the client's long-term business vision. Drive account expansion by identifying new departmental use cases, pitching advanced artificial intelligence solutions, and partnering with Sales to build an expansion pipeline. Meet individual Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets by identifying growth opportunities, mapping customer success plans, and proactively mitigating churn risks. Conduct structured, outcome-led workflow discovery sessions and product demonstrations to improve collaboration across distributed organizations. Continuously iterate on internal processes, develop workflow playbooks, and share best practices across cross-functional teams. Partner with cross-functional peers in Sales, Product, Renewals, and Support to ensure a unified customer experience and lead internal enablement sessions. Required Qualifications 5+ years of experience in Customer Success, Account Management, or Business Consulting roles within the SaaS industry. Verified track record of managing accounts valued at $100K+ ARR. Proven expertise guiding large-scale organizations through complex software rollouts and operational change management, including stakeholder mapping and establishing internal Centers of Excellence. Strong communication and presentation skills, with a demonstrated ability to establish trust, navigate organizational dynamics, and articulate quantified ROI to VP and C-level leaders. Demonstrated commercial acumen, with experience building joint account plans with Sales, identifying upsell opportunities, navigating enterprise procurement cycles, and translating technical capabilities into cost savings, risk reduction, and operational efficiency. Workflow consulting expertise, including experience conducting structured workflow discoveries and reverse demonstrations. Technical and integration literacy, with the ability to discuss complex system integrations, data analytics, and technical topics such as API webhooks and integration workflows. Hands-on experience and literacy embedding generative AI tools into operational workflows.
Preferred Qualifications
Deep domain expertise in one or more core verticals, such as Marketing, Creative Agencies, or Project Management Offices (PMOs), with the ability to build reusable workflow playbooks. Experience as a certified change management coach leading operational transformations. Industry-recognized project management certification (such as PMP, PRINCE2, or Agile/Scrum) and formal understanding of project management methodologies. Experience mentoring team members and contributing to team-wide enablement initiatives. Experience leveraging digital campaigns to engage new contacts and generate account opportunities.
Compensation and Benefits
The total on-target earnings range for this full-time position is $94,000 to $118,000 USD, which includes base salary and performance-based bonus potential across all U.S. locations, excluding benefits and other incentives. The final offer will consider factors such as the role, seniority level, geographic location, employment contract type, unique skills, experience, and educational background. Benefits include: Health coverage, including medical, dental, and vision insurance for employees and dependents Retirement benefits with an employer match Paid time off Standard parental leave Life and disability insurance Remote work support and home office stipends