Senior Customer Success Manager

Edenred • Boston, MA

4d • Onsite

About The Position

Take a step forward and let Edenred surprise you. Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world. We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment. Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities. Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities. We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria. The Senior Customer Success Manager (Sr. CSM) is responsible for owning the success and long-term value of the organization’s most strategic and complex customer relationships. This role focuses on driving measurable outcomes, program adoption, and sustained engagement. The Sr. CSM builds trusted advisor relationships with senior and executive stakeholders, proactively guiding clients to maximize the value of their commuter benefits programs. Working strategically with customers, the Sr. CSM identifies objectives, develops action plans, anticipates risks, and uses data and insights to ensure clients are achieving and exceeding their desired outcomes. The Sr. CSM also serves as a product advocate for the client, ensuring their needs and feedback inform ongoing product improvements and enhancements. Partnering closely with a dedicated Account Manager who owns the commercial relationship, the Sr. CSM owns overall program health, employee adoption, and engagement. The role emphasizes proactive leadership, cross-functional collaboration, and accountability for retention, value realization, and client satisfaction across the most complex and high-impact accounts.

Requirements

• Proven ability to independently manage complex, enterprise-level customer relationships in ambiguous environments.
• Experience serving as a trusted advisor to senior and executive stakeholders across multiple organizational levels.
• Strong analytical skills with the ability to translate usage data and engagement metrics into actionable insights.
• Proven ability to proactively identify early risk indicators related to engagement, adoption, and renewal.
• Demonstrated success influencing customer outcomes through data-driven recommendations and consensus building.
• Entrepreneurial mindset with a strong sense of ownership, accountability, and proactive problem-solving.
• Strong understanding of customer adoption, retention drivers, and their impact on Gross Revenue Retention.
• Excellent communication, presentation, and relationship-building skills.
• Ability to collaborate cross-functionally to deliver on complex client commitments.
• High level of professionalism, resilience, and ability to manage multiple priorities in a fast-paced environment.
• Bachelor’s degree in a related field, preferably Business Administration or related field.
• Equivalent combination of education and experience will be considered.
• A minimum of 5 years of experience in Customer Success or Account Management supporting enterprise or strategic accounts in SaaS.
• Experience working with large, complex organizations such as Fortune 100 companies.
• Strong understanding of how enterprise clients measure program success and employee engagement.

Nice To Haves

• Background in employee benefits, HR tech, fintech, or commuter/mobility programs.
• Experience with change management or large-scale rollouts.
• Track record of meeting or exceeding KPIs like adoption rates, client retention, and engagement metrics.

Responsibilities

• Develop and manage strategic relationships with senior, executive, and multi-functional stakeholders across a portfolio of Tier 1 enterprise clients.
• Drive customer adoption, engagement, and Gross Revenue Retention (GRR) by increasing Unique Users and ensuring sustained program value.
• Build, execute, and maintain quarterly success plans aligned to each client’s business objectives, outcomes, and success metrics.
• Monitor usage data, engagement trends, and customer health indicators to proactively identify risks, declines in engagement, and renewal concerns.
• Identify, escalate, and resolve complex client issues with urgency, clarity, and executive-level professionalism.
• Lead structured Quarterly Business Reviews (QBRs) that connect client goals, platform data, program outcomes, and actionable recommendations.
• Collaborate closely with Account Managers during renewal cycles by providing data-driven insights, relationship context, and customer success narratives.
• Coordinate cross-functional teams, including Implementations, Support, and Product, to deliver on client commitments and ensure a seamless customer experience.
• Develop and maintain internal champions and multi-threaded client relationships to mitigate risk and support long-term retention.
• Translate customer feedback, usage trends, and success insights into actionable recommendations that inform product improvements and roadmap priorities.
• Prepare and present executive-level summaries and reports on account health, program performance, and risk mitigation strategies.
• Identify opportunities for continuous improvement in customer success strategy, processes, and client engagement models.
• Perform other related duties as assigned.

Benefits

• The Edenred Group recognizes, recruits and develops all talents and singularities.
• We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.

What This Job Offers

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