Senior Customer Success Manager

Heretto

1d•Remote

About The Position

We are seeking an experienced Senior Customer Success Manager (Senior CSM) to join our enterprise Customer Success team. This role is an individual contributor with responsibility for renewals, expansions, and long-term value realization across a portfolio of enterprise customers using our Component Content Management (CCMS) platform. The Senior CSM will manage 25–30 enterprise customers, ranging from 20K - 500K in ARR, acting as a trusted advisor to executive stakeholders while driving measurable business outcomes, retention, and growth. In addition to owning their book of business, this role is expected to mentor other CSMs, contribute to process improvement, and help the team scale through best practices, tooling, and consistency. This position is ideal for a positive thinking customer success professional who combines commercial acumen, executive presence, and operational discipline, and who thrives in complex enterprise environments.

Requirements

6+ years of experience in Customer Success, Account Management, or Consulting roles within B2B SaaS
Proven experience managing enterprise customers with 20K - 500K+ ARR
Demonstrated success owning: Renewals Expansion / upsell motions Executive relationships
Strong executive presence with experience engaging VP and C-level stakeholders
Experience creating and managing success plans, value scorecards, and executive-level reporting
Ability to identify, communicate, and mitigate customer risk proactively
Experience collaborating cross-functionally in complex, matrixed SaaS organizations
Data-driven mindset with strong CRM (ideally Salesforce) proficiency
Excellent written, verbal, and presentation skills

Nice To Haves

Experience in CCMS, enterprise content management, documentation platforms, or knowledge management
Familiarity with structured content, XML, DITA, or content operations workflows
Previous experience mentoring or coaching CSMs without direct people management responsibility
Background in Technical Writing, Professional Services or Consulting environments

Responsibilities

Own the end-to-end success of a portfolio of 25–30 enterprise customers primarily in the Western US but also in APAC, including adoption, retention, renewals, and upsells
Proactively manage renewals and expansions, initiating renewal discussions 6+ months in advance
Identify and execute upsell opportunities (additional authors/users, modules, groups) in partnership with Sales
Forecast renewals and expansions accurately and maintain a strong view of risk and opportunity across your accounts
Build trusted relationships with all stakeholders (economic buyers, executive sponsors, champions, and content operations leaders)
Lead Business Reviews (EBRs/QBRs) focused on value realized, outcomes achieved, and roadmap alignment
Navigate complex stakeholder environments and organizational change within enterprise accounts
Develop and maintain customer success plans aligned to each customer’s business objectives
Proactively identify early warning signals, including: Adoption or usage decline Executive disengagement Support escalation patterns Organizational or strategy changes
Lead mitigation and recovery plans in collaboration with internal teams
Escalate risks appropriately with clear context and recommendations
Act as the primary customer advocate and internal quarterback across: Sales Professional Services Support Development
Coordinate internal resources while setting clear expectations and avoiding over-commitment
Provide actionable customer feedback to Product and Leadership teams
Mentor other CSMs and help with CSM onboarding
Actively contribute to improving Customer Success processes, playbooks, and tools
Help define and refine: Renewal and expansion workflows QBR and success-planning standards Risk-management frameworks
Partner with leadership to support scale as the company and customer base grow