Senior Customer Success Manager
About The Position
The Senior Customer Success Manager (Mid-Market) is a strategic, customer-centric role owning a portfolio of ~40–50 mid-market accounts. This role ensures customers achieve measurable business outcomes through proactive engagement, deep relationship management, and strategic execution. Senior CSMs act as trusted advisors who bridge customer goals with product value and long-term success. The CSM is expected to combine strong commercial and customer judgment with high AI fluency, using AI to increase their leverage while maintaining ownership of the quality and judgment behind their work. This role reports to our Head of Customer Success. This role is located in the United States and works CST/ EST hours.
Requirements
- Strategic Relationship Management: Builds deep, long-term relationships with customer stakeholders.
- Communication & Influence: Articulates value clearly across roles—from daily users to business leaders.
- Analytical Thinking: Interprets customer and usage data to guide proactive actions.
- Problem Solving & Initiative: Anticipates challenges and drives solutions collaboratively.
- Business Acumen: Understands customer business models and aligns solutions to outcomes.
- Cross-Functional Collaboration: Partners with Sales, Product, Support, and other internal teams to deliver seamless results.
- AI Fluency: Uses AI as a core part of how they work—delegating appropriate tasks, directing AI effectively, critically evaluating outputs, and building AI-enabled workflows that improve the quality and speed of customer work.
Responsibilities
- Manage a book of ~40–50 mid-market customers, focusing on retention, adoption, satisfaction, and strategic health.
- Lead onboarding plans to ensure customers realize rapid time-to-value with strong adoption trajectories.
- Use data and qualitative signals to proactively identify at-risk accounts and recommend corrective actions.
- Develop and execute customer success plans that align with each customer’s business goals.
- Drive renewal conversations and mitigation strategies, partnering closely with Sales where appropriate.
- Identify expansion opportunities and influence them through value messaging and coordinated actions with Strategic Account Executives.
- Conduct periodic business reviews to showcase value delivery and deepen relationships.
- Serve as the voice of the customer internally to drive product improvements and operational refinements.
- Partner with Product, Support, Marketing, and other teams to ensure a cohesive customer experience.
- Use AI tools daily to work faster and more effectively across account research, customer insights, success planning, QBR preparation, risk identification, and internal workflows.
Benefits
- Meaningful work with high impact for a well-loved product
- Competitive, market-rate salaries
- Stock options with a 4-year vesting schedule
- Medical, dental, and vision insurance (90% covered for employees and dependents)
- Flexible Spending Account (FSA)
- 401K with profit sharing
- Unlimited paid time off with an expectation of taking 3 weeks annually in addition to 20 company holidays
- Remote-friendly environment with monthly WFH stipend
- Parental leave (primary: 16 weeks; secondary: 12 weeks)
- Short- and long-term disability and life insurance coverage
- Choice of laptop computer
- Internal mobility and growth opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
