Sr. Customer Success Manager - Central
About The Position
As a Senior Customer Success Manager, you will manage a portfolio of high-value customers, helping them achieve measurable business outcomes while driving product adoption and satisfaction. You will serve as a trusted advisor, ensuring customer retention and growth by aligning our solutions to their evolving business needs. In this role, you’ll work closely with cross-functional teams including Product, Sales, and Support to ensure seamless customer experience. You bring a strong track record of strategic engagement, problem-solving, and account management, and you're comfortable managing multiple priorities in a fast-paced environment.
Requirements
- 5–7+ years of experience in Customer Success, Account Management, or related roles in SaaS or enterprise software.
- Proven ability to manage complex customer relationships and deliver results.
- Strong communication and relationship-building skills, with an ability to influence across different roles and levels.
- Experience working cross-functionally with Sales, Support, and Product teams.
- Familiarity with tools such as Salesforce, Gainsight, or other CSM platforms.
- Industry expertise relevant to our customer base
- Strong organizational and time-management skills; able to manage multiple priorities effectively.
Responsibilities
- Own day-to-day relationships and success planning for a portfolio of strategic or high-impact accounts.
- Collaborate with customers to define goals, success metrics, drive adoption plans and ensure long-term satisfaction and retention.
- Drive product adoption and identify opportunities for value expansion and renewal.
- Act as a trusted advisor to customers, connecting their objectives with our product capabilities.
- Partner with internal teams (Sales, Product, Support) to advocate for customer needs.
- Deliver regular business reviews, and success plans.
- Identify and mitigate risks proactively, ensuring customer satisfaction and retention.
- Leverage and contribute to customer success playbooks and templates.
- Share feedback with internal teams to help improve products, services, and customer experience.
- Identify patterns across accounts to suggest scalable improvements or new approaches.
Benefits
- Health and wellness coverage: Medical, dental, and vision insurance
- Disability coverage: Short-term and long-term disability
- Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)
- Additional life coverage options: Supplemental life insurance for employees, spouses, and children
- Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account
- Financial security: 401(k) Savings and Investment Plan with company matching
- Time off benefits: Flexible vacation policy
- Holidays: 8 paid holidays annually
- Sick leave
- Parental support: Paid parental leave
- Employee Assistance Program (EAP) and Care Counselors
- Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options
- Health Savings Account (HSA) with employer contribution
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
