Senior Customer Success Manager

Ideagen • Fort Lauderdale, FL

2d • Hybrid

About The Position

If you’re looking for a Customer Success role where you mainly reset passwords and email out “helpful links,” this isn’t it. We’re Ideagen — a global leader in Governance, Risk and Compliance — and our customers trust us with the systems that keep their organisations safe, compliant and operational. They expect expertise, clarity, and a partner who genuinely understands their world. That’s where you come in. We’re hiring a Senior Customer Success Manager to work with our most strategic customers — the ones with complex environments, high stakes, and equally high expectations. This isn’t a support role. It’s a strategic one.

You’ll be the named partner for a portfolio of major enterprise accounts (typically $200k+ ARR), acting as their guide through everything from onboarding to renewal and long‑term value realisation. In practice, that means:

Building trusted relationships with executives and senior stakeholders. Leading multi‑product, multi‑region implementations without losing sight of commercial objectives. Running structured success plans and Executive Business Reviews that demonstrate clear ROI. Identifying risk early, managing escalations confidently and constructively. Driving growth opportunities where they genuinely support customer outcomes. Coordinating internal account teams to ensure the customer journey is joined‑up and proactive. Keeping meticulous documentation in Salesforce (we actually do look at it).

A Senior CSM here: Delivers 95%+ gross revenue retention and helps drive 110%+ NRR through value‑based expansion. Spots opportunities to improve adoption before the customer has to ask. Uses data intelligently — not just dashboards, but insights that inform solid actions. Understands the realities of SaaS implementations and business transformation. Can have credible conversations with technical teams and the C‑suite. Mentors junior CSMs and leads “tiger teams” when an account needs focused recovery. Advocates for the customer while balancing commercial priorities.

Because the work you do here has real impact. Our customers rely on us to help them manage risk, meet regulatory requirements and keep operations running smoothly. Your job is to ensure they get the value, clarity and partnership they signed up for — and more. If you want a role where strategy, influence and customer relationships matter just as much as technical understanding, this is it.

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs. We’re building a future-ready team, and AI is part of how we work smarter. If you're curious, adaptable and open to using AI to improve how you work, you’ll thrive at Ideagen!

Requirements

• Experience in Customer Success, Consulting, Account Management or a similar enterprise‑focused role.
• A track record of managing large, complex, multi-million-dollar portfolios.
• Experience with SaaS, digital transformation and enterprise rollouts.
• Strong financial and analytical skills — from value modelling to presenting business cases.
• Industry exposure in areas like healthcare, life sciences, government, utilities, manufacturing or financial services.
• The ability to think strategically, communicate clearly, and operate calmly under pressure.

Nice To Haves

• MBA, PMP, or experience with SDLC, Agile/Scrum, SQA or enterprise architecture.

Responsibilities

• Building trusted relationships with executives and senior stakeholders.
• Leading multi‑product, multi‑region implementations without losing sight of commercial objectives.
• Running structured success plans and Executive Business Reviews that demonstrate clear ROI.
• Identifying risk early, managing escalations confidently and constructively.
• Driving growth opportunities where they genuinely support customer outcomes.
• Coordinating internal account teams to ensure the customer journey is joined‑up and proactive.
• Keeping meticulous documentation in Salesforce (we actually do look at it).

Benefits

• Benefits at Ideagen
• Hybrid work from our downtown Fort Lauderdale office
• 25–30% travel for strategic customer engagements
• A senior role, leading the way
• The opportunity to influence product direction and participate in customer advisory boards
• A seat at the table in a business where customer outcomes genuinely matter

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed