Senior Customer Success Manager
About The Position
ChartHop is seeking a Senior Customer Success Manager to join its Customer Experience team. The role serves as a strategic partner to customers, helping them achieve business outcomes beyond platform adoption. The Senior Customer Success Manager owns the full customer relationship from implementation handoff through renewal and expansion, and advises HR, Finance, and People leaders at organizations of all sizes. Success is measured by gross and net revenue retention, overall customer health and successful outcomes, renewal outcomes and forecasting accuracy, and adherence to risk mitigation frameworks and playbooks. The position focuses on building and maintaining stakeholder relationships, leading strategic discussions, owning renewal strategy and execution, and coordinating escalations and risk mitigation. It also involves defining customer-specific success metrics, validating outcomes, driving adoption and expansion, advising on workflows and product use, and leading customer onboarding, training, and enablement. Internally, the role owns the implementation-to-CSM handoff, represents customer feedback to Product and Engineering, and partners with Sales, Support, and Product to drive customer outcomes.
Requirements
- At least 5 years of experience in Customer Success, SaaS consulting, or a related field.
- Proven experience owning enterprise customer relationships, including renewals and commercial negotiations.
- Strong executive presence and comfort managing relationships with C-suite and VP-level stakeholders.
- Experience with SaaS implementations, project management, and cross-functional collaboration.
- Ability to understand and consult on complex workflows across People, Finance, and Recruiting functions.
- Proficiency translating customer needs into product feedback and strategic recommendations.
Nice To Haves
- Experience at a high-growth startup.
Responsibilities
- Build and maintain relationships with executive buyers, senior decision-makers, and stakeholders across customer accounts, mapping champions, detractors, and key contacts to mitigate turnover risk.
- Facilitate strategic discussions involving customer leadership to mitigate risk and drive alignment.
- Initiate renewal discussions and own renewal narrative, strategy, and execution.
- Coordinate timely resolution of escalations by identifying risks early, delegating internally, and communicating until resolution.
- Proactively identify and mitigate customer risks, surfacing feedback across internal teams and taking action.
- Define and track customer success metrics tied to business goals, beyond platform usage.
- Ensure successful outcomes for key use cases and planning cycles, and validate impact through formal or informal retrospectives.
- Drive adoption of retention-critical features and identify account expansion opportunities through additional modules or deeper use of contracted modules.
- Serve as a product subject matter expert and workflow consultant, helping customers construct workflows and reviewing configurations to prevent data exposure risks or gaps.
- Own customer enablement, including onboarding, training, coaching customers to operate ChartHop independently, and supporting them with enablement documentation.
- Own the implementation-to-CSM handoff and absorb account context to ensure continuity.
- Represent the voice of the customer internally by sharing product feedback, trends, and insights with Product and Engineering.
- Partner with Sales, Support, and Product through clear, direct communication to drive customer outcomes.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
