Senior Customer Success Manager

Tempo

3d • Remote

About The Position

Tempo is seeking a Senior Customer Success Manager to partner strategically with their largest customers, guiding them to derive maximum value from Tempo's integrated SaaS product suite. This role is at the forefront of Tempo's AI-native strategy, utilizing AI-assisted tooling for tasks like data gathering, note-taking, account health monitoring, and renewal preparation. This allows the Customer Success Manager to focus on high-value activities such as building executive relationships, conducting strategic conversations, and driving customer outcomes. The role also involves providing direct feedback to improve these AI tools. The Senior Customer Success Manager will be accountable for commercial performance, including Gross Revenue Retention (GRR) and Net Revenue Retention (NRR), identifying success stories, and uncovering expansion opportunities. This is a high-impact position for an individual who can engage effectively with executives, manage product adoption, thrive in dynamic environments, and demonstrate strong ownership and urgency.

Requirements

• 5+ years of experience in SaaS Customer Success or Account Management, including managing enterprise customers and owning commercial outcomes.
• Experience translating product capabilities into measurable business outcomes, and leading value-realization conversations with executive stakeholders.
• Curious about AI and eager to work with AI-assisted tools, and to help make them better.
• Strong communicator with the ability to persistently and continuously engage both senior business leaders and technical or operational users.
• Comfortable leading success planning, executive reviews, and renewal negotiations.
• Knowledge of key personas such as Project/Product/Program Managers, Agile Coaches, Jira Admins, and PMO leaders.
• Highly organized, proactive, and motivated by customer outcomes and long-term value creation.
• Embraces change and thrives in a fast-scaling, cross-functional environment.

Nice To Haves

• Experience with a Customer Success platform such as Gainsight (Success Plans, Verified Outcomes, CTAs) is a plus.
• You don't need to be technical. You do need to be the kind of person who reaches for a better way to work.

Responsibilities

• Own the post-sale customer lifecycle across a portfolio of enterprise accounts.
• Lead strategic conversations with stakeholders around planning, prioritization, and value realization using Tempo’s award winning suite of solutions.
• Drive GRR and NRR by managing renewals, surfacing expansion opportunities, and proactively mitigating risks.
• Use Tempo's AI-assisted Customer Success tooling to automate repetitive tasks (data prep, call notes, account-health signals, forecast inputs), reinvesting time in customers and providing feedback to enhance the tools.
• Facilitate regular business reviews and outcome-focused success planning sessions directly with customer champions and decision makers.
• Work closely with operational users (such as project and program managers, Jira admins, and agile team leads) to guide adoption and remove friction points in the user base.
• Deliver best practices tailored to persona and industry that move customers toward their target outcomes across portfolio, project, and resource management workflows.
• Accurately forecast renewals and lead commercial discussions in partnership with Sales.
• Document customer goals, usage trends, risks, and outcomes with discipline and clarity on a continuous basis, using Gainsight Success Plans, Verified Outcomes, and Risk CTAs to keep account status current and actionable.
• Collaborate with Product and Sales to ensure a smooth, unified customer experience.
• Identify and help craft customer stories and case studies with the goal of highlighting their successes and raising awareness of our solutions.

Benefits

• Remote First work environment
• Unlimited vacation in most of our locations!!
• Great benefits including health, dental, vision and savings plan.
• Perks such as training reimbursement, WFH reimbursement, and more.
• Diverse and dynamic teams with challenging and exciting work.
• An opportunity to have a real impact on our business.
• A great range of social activities (both in person and virtual).
• Optional in person meet-ups and the ability to travel to our international offices
• Employee referral program

What This Job Offers

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