Senior Customer Success Manager

PreVeil Inc

23d • Remote

About The Position

As a Senior Customer Success Manager, you will be the dedicated champion for our Small to Enterprise customer community. You will own a portfolio of 750 accounts, serving as their primary guide and advocate to ensure they successfully adopt and thrive on our platform. This is a high-impact position for an experienced customer success professional who excels at building deep customer relationships, driving product adoption, and protecting and growing revenue across a complex, high-value book of business.

Requirements

• 8+ years of work experience with 4+ years of experience as a Customer Success Manager in a SaaS environment
• SaaS CSM experience is required
• Demonstrated success managing small to enterprise accounts, including executive-level relationship management
• Proven track record of driving product adoption, executing save motions, and owning renewal outcomes
• Outgoing and friendly with exceptional written and verbal communication skills
• An organized, detail-oriented, and execution-focused mindset
• Comfortable in a fast-paced, high-volume, high-growth, and goal-oriented environment
• Positive outlook and customer service oriented; great team player
• Comfort managing multiple priorities and accounts simultaneously
• Bachelor's Degree and minimum GPA of 3.6
• Experience with Salesforce or similar customer success tools is required

Nice To Haves

• experience in Cybersecurity or Defense Industry-focused SaaS is strongly preferred

Responsibilities

• Serve as the primary strategic partner for a dedicated book of 750 small to enterprise accounts, building deep, trusted relationships with key stakeholders and decision-makers.
• Develop and maintain relationships at multiple levels within each account, including executive sponsors, to ensure long-term alignment and satisfaction.
• Leverage engagement data and account intelligence to anticipate customer needs, identify risk early, and deliver proactive outreach before issues escalate.
• Lead structured save efforts for at-risk accounts, diagnosing the root cause of dissatisfaction, mobilizing internal resources, and executing recovery plans to protect gross retention.
• Own the full renewal cycle for your book of business, partnering with the Director of Customer Success to forecast accurately and minimize churn.
• Identify, document, and own expansion forecasts within your accounts, partnering with Sales to convert opportunities into revenue.
• Develop and execute tailored adoption plans that drive meaningful platform usage, ensuring customers realize the full value of PreVeil.
• Align customer goals to PreVeil capabilities, regularly measuring and communicating progress toward their compliance and security objectives.
• Cultivate customer advocates and reference accounts that contribute to PreVeil's growth through referrals, case studies, and community engagement.
• Leverage internal systems and AI tools to manage customer engagement effectively at scale across a large portfolio.
• Maintain accurate account data, renewal timelines, health scores, and expansion opportunities within Salesforce.
• Partner with the Director of Customer Success on strategic initiatives that advance the broader CS organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior