Senior Customer Success Manager
About The Position
ChartHop is hiring a Senior Customer Success Manager to join its Customer Experience team. The role serves as a strategic partner to customers, helping them achieve business outcomes beyond platform adoption. The manager owns the full customer relationship, from implementation handoff through renewal and expansion, and advises HR, Finance, and People leaders at organizations of all sizes. Success is measured by gross revenue retention (GRR), net revenue retention (NRR), overall customer health and outcomes, renewal outcomes and forecasting accuracy, and adherence to risk mitigation frameworks and playbooks. The portfolio will include approximately 20–25 accounts, mostly in the mid-market segment with a few enterprise accounts. The role is open to candidates at L3 and L4 levels, with level assessed early in the interview process based on competencies including strategic account management, business maturity, and autonomy.
Requirements
- 5+ years of experience in Customer Success, SaaS consulting, or a related field.
- Proven track record owning enterprise customer relationships, including renewals and commercial negotiations.
- Strong executive presence and comfort managing relationships with C-suite and VP-level stakeholders.
- Experience with SaaS implementations, project management, and cross-functional collaboration.
- Ability to understand and consult on complex workflows across People, Finance, and Recruiting functions.
- Proficiency translating customer needs into product feedback and strategic recommendations.
Nice To Haves
- Experience at a high-growth startup.
Responsibilities
- Build and maintain relationships with executive buyers, senior decision-makers, and stakeholders across assigned accounts, mapping champions, detractors, and key contacts to mitigate turnover risk.
- Facilitate strategic discussions involving customer leadership to mitigate risk and drive internal alignment and focus.
- Initiate renewal discussions and own renewal strategy, narrative, and execution.
- Coordinate timely resolution of escalations by flagging risks, delegating internally, and communicating clearly through resolution.
- Proactively identify and mitigate customer risks by surfacing feedback across internal teams and acting on relevant information.
- Define and track customer success metrics tied to each customer's business goals, beyond platform usage.
- Ensure successful outcomes for key use cases and planning cycles, and validate impact through formal or informal retrospectives.
- Drive adoption of retention-critical features and identify account expansion opportunities through additional modules or deeper use of contracted modules.
- Serve as a product subject matter expert and workflow consultant, helping customers construct workflows and reviewing them to prevent data exposure risks or configuration gaps.
- Own the customer enablement strategy, onboarding, training, and coaching customers to operate ChartHop independently, supported by enablement documentation.
- Own the implementation-to-CSM handoff and absorb account context to ensure continuity.
- Represent the voice of the customer internally by bringing product feedback, trends, and insights to Product and Engineering.
- Partner with Sales, Support, and Product through clear, direct communication to drive customer outcomes.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
