Senior Customer Success Manager

Promptwatch•Amsterdam, MO

About The Position

Promptwatch is hiring a Senior Customer Success Manager to guide enterprise customers through their full journey with the company and help build scalable Customer Success processes. The role owns a portfolio of enterprise accounts, from onboarding and adoption through renewal and expansion, while structuring and standardizing how the Customer Success department operates. The position reports to the Chief of Staff and works closely with Sales and Product.

Requirements

At least 5 years of experience in Customer Success or Account Management in B2B SaaS.
Experience managing enterprise accounts with multiple stakeholders.
Experience handling renewals and leading upsell conversations.
A track record of meeting retention and expansion targets.
Experience establishing or improving Customer Success processes, such as playbooks, health scoring, or CRM workflows.
Analytical ability to turn data into clear recommendations for customers.
Entrepreneurial mindset and a sense of ownership.
Comfort working with Sales, Marketing, Product, and Engineering.

Nice To Haves

Experience managing or mentoring team members.
GEO or SEO marketing experience.
Experience working with marketing agencies as customers or partners.
Experience with HubSpot, Intercom, and Customer Success tooling such as Planhat or ChurnZero.
Experience at an early-stage, fast-growing startup.

Responsibilities

Manage a portfolio of enterprise customers across the full journey, from onboarding to renewal.
Collaborate with the Chief of Staff, Sales, and Product teams to ensure a seamless customer experience.
Develop and implement processes to scale the Customer Success department.
Standardize how customers are onboarded, retained, expanded, and renewed.
Identify opportunities for account growth and work toward measurable outcomes.