Senior Customer Success Manager

Textio • Washington, DC

9d • $108,500 - $115,500 • Remote

About The Position

As a Senior Customer Success Manager (CSM) at Textio, you will build and deepen relationships across a diverse portfolio of customers. You will guide customers through their journey with Textio - helping them achieve their goals and drive product adoption through a mix of scaled and high-touch engagement. You will lead renewal and expansion conversations across your book of business, spanning Textio's full suite of products. As the voice of the customer, you will partner closely with Sales, Marketing, and Product to shape customer experience and inform the product roadmap. Your cross-functional work will directly contribute to strong customer satisfaction, compelling case studies, and sustainable business growth through renewals and expansions.

Requirements

• Have experience prioritizing effectively across a dynamic book of business
• Can turn even the most change-resistant customers into active champions of new technology
• Move fluidly between executive conversations and practitioner-level enablement, tailoring your approach to the audience
• Are naturally data-driven, using adoption signals and health indicators to guide where you focus your time and energy
• Bring genuine curiosity about hiring, people practices, or AI's role in the workplace to every customer conversation
• Are a strong cross-functional collaborator who can represent the customer perspective with clarity and conviction
• Are comfortable with change and energized by the opportunity to build something meaningful

Responsibilities

• Lead the full customer relationship across Textio's entire product suite - conducting business reviews, delivering personalized trainings, and maintaining proactive engagement cadences tailored to each account's needs
• Guide customers through product adoption using a combination of high-touch and scaled engagement, ensuring every customer has a clear path to value
• Drive awareness, sign-up, and adoption of Lavalier, Textio's new interview intelligence platform, among existing customers
• Serve as a thought partner to HR and talent leaders on how Textio's products support their people goals
• Lead renewal forecasting and communication across your entire client portfolio, proactively managing risk and identifying expansion opportunities across all three platforms
• Collaborate cross-functionally in partnership with Sales, Marketing, and Product to align on customer health, inform the product roadmap, and drive coordinated go-to-market efforts
• Monitor usage signals and customer health data in tools like Salesforce and ChurnZero to prioritize outreach, flag at-risk accounts, and build scalable engagement playbooks
• Develop and share customer-facing content including product announcements, best practice guides, and lifecycle communications in partnership Marketing and Product
• Surface the customer voice internally, translating adoption friction, common questions, and customer feedback into actionable insights for Product and Marketing teams

What This Job Offers

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