Senior Customer Success Manager

📋 Description

• Own a portfolio of enterprise and mid-market customers across North America.
• Monitor health signals like product usage, support trends, NPS, and engagement.
• Identify early warnings and mitigate churn risk with action plans.
• Build and maintain success plans aligned to customer goals.
• Track and communicate business outcomes (ROI, pass rates, fraud reduction).
• Lead regular business reviews to drive decisions and renewals.

🎯 Requirements

• 7+ years of Customer Success in a B2B SaaS environment.
• Manage enterprise accounts with $500K+ ARR.
• Own customer health, retention, renewals, and outcome management.
• Exec-level reviews focusing on outcomes and ROI.
• Data fluency with usage metrics and ROI narratives.
• Build CS plans and risk mitigation strategies.

🎁 Benefits

• Competitive compensation with commission.
• Medical and dental insurance.
• 401K match.
• Flexible time off.
• Peer recognition and wellness programs.