Senior Customer Success Manager

Summize•Boston, MA

18d•$90,000 - $120,000

About The Position

Summize is hiring a Senior Customer Success Manager to own a portfolio of customers from go-live onward. The role focuses on helping customers realize measurable value from Summize’s contract intelligence system, driving adoption across legal and commercial teams, and converting adoption into renewals and expansion. The position leads the post-sales customer lifecycle and serves as a central point of contact between customers and internal stakeholders, ensuring a consistent customer experience.

Requirements

Around 4 years of experience in a Customer Success Manager role within a high-growth SaaS business, with commercial KPIs such as retention, upsell, or growth targets.
Experience in a similar B2B or SaaS business in a customer-facing role, ideally with KPIs or commercial targets.
Familiarity with using a Customer Success technology stack.
Solid understanding of complex business concepts and processes, with the ability to learn and adapt quickly.
Ability to present high-level information, including commercial forecasts and customer strategies, and deliver detailed product and service demonstrations.
Excellent relationship-building and interpersonal skills, with the ability to build trust and credibility quickly.
Ability to work independently and as part of a team, with focus and strong attention to detail.

Nice To Haves

Experience using Pendo, Gong, and Teamwork.

Responsibilities

Lead the post-sales client lifecycle, from onboarding through renewal, upsell, and expansion.
Understand customers’ business needs, challenges, and goals to help them achieve their desired outcomes.
Build trusted customer relationships and advocate for Summize within customers’ wider organizations.
Execute adoption strategies, coach and enable customers, and expand use cases so customers understand the value of Summize.
Meet or exceed engagement and impact KPIs, tracking and reporting metrics such as NRR, GRR, customer health, growth, and expansion.
Host voice-of-the-customer forums to understand and improve customer health and sentiment.
Act as the central point of contact between customers and internal stakeholders to support a seamless, consistent customer experience.
Coordinate timely, professional responses to customer inquiries, issues, and requests.
Share best practices and support materials, and create and maintain a knowledge base of FAQs, tutorials, tips, and tricks.

Benefits

26 days of vacation plus public holidays, increasing by one day for each year of service up to a maximum of 30 days.
Private healthcare and dental coverage.
Access to discounts on travel, electronics, fashion, fitness, and other purchases.
Employee retirement plan (401k) with matching.
Group life insurance benefit.
Learning and development opportunities supported through the Growth Mindset Fund.
Seaport-based offices with a stocked fridge offering soft drinks, breakfast food, and snacks.
Work from anywhere after one year of employment.
Employee share option scheme.
Regular social activities and events.
Potential performance-based bonus or commission, equity, and a comprehensive benefits package.