Sr. Customer Success Manager
About The Position
CrashPlan® provides cyber-ready data resilience and governance in a single platform for organizations whose ideas power their revenue. With its comprehensive backup and recovery capabilities for data stored on servers, on endpoint devices, and in SaaS applications, CrashPlan’s solutions are trusted by entrepreneurs, professionals, and businesses of all sizes worldwide. From ransomware recovery and breaches to migrations and legal holds, CrashPlan’s suite of products ensures the safety and compliance of your data without disruption. We are seeking a Senior Customer Success Manager to own and drive outcomes for a portfolio of strategic and enterprise customers. This role is responsible for building trusted relationships, ensuring customers realize ongoing value from our platform, and driving retention and expansion. As a senior individual contributor, you will operate as a strategic advisor to customers, proactively managing risk, aligning solutions to business objectives, and collaborating cross-functionally to deliver an exceptional customer experience.
Requirements
- Bachelor’s degree in Business Administration, Management, Communications, Marketing, Information Systems, or a related field - or equivalent relevant experience
- 5+ years of experience in Customer Success, Account Management, or related customer-facing roles in B2B SaaS
- Proven experience managing enterprise or strategic customer relationships
- Experience presenting, demonstrating technical solutions
- Strong ability to drive retention, adoption, and customer satisfaction outcomes
Nice To Haves
- Excellent communication and stakeholder management skills
- Experience supporting enterprise and/or strategic SaaS customers
- Familiarity with technically complex products and CRM platforms
- Experience working with data protection and data compliance solutions
- Experience partnering cross-functionally, particularly with Sales and Product teams
Responsibilities
- Own the end-to-end customer lifecycle for a portfolio of strategic and enterprise accounts
- Develop and execute customer success plans aligned to customer business goals, advocating for customer needs internal and ensuring timely follow-through
- Serve as the primary point of contact and trusted advisor for assigned customers, building strong relationships with customer stakeholders at multiple levels
- Drive product adoption and value realization through proactive engagement
- Monitor customer health, usage, and risk indicators; take action to prevent churn
- Partner with Sales on renewals and expansion opportunities
- Partner with Technical Account Managers, Support, Solutions Engineering, Product, and Sales teams to resolve customer challenges or progress renewals
- Coordinate escalations and ensure effective communication and resolution
- Provide structured customer feedback to influence product and experience improvements
- Maintain accurate customer data, success plans, and activity tracking in CRM and CS tools
- Contribute to playbooks, best practices, and scalable success motions
- Mentor junior CSMs and contribute to team knowledge sharing
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
101-250 employees
