Sr. Customer Success Manager

Exostar•Herndon, VA

11h•Remote

About The Position

The Senior Customer Success Manager (Sr. CSM) is a key member of Exostar’s Go-To-Market team. In this role, you will partner closely with customers to deliver outstanding experiences, ensure they realize maximum value from the Exostar platform, and help them operationalize our products within their business. The Sr. CSM collaborates with the Head of Customer Success, as well as leaders across Sales, Solutions Consulting, Onboarding, Professional Services, Product, Support, and Operations. You will be a visible contributor to the Go-To-Market team, bringing urgency, passion, and customer advocacy to every interaction.

Requirements

8+ years of experience in Customer Success or similar customer-facing role
Strong understanding of supply chain processes including sourcing, procurement, inventory management, supplier collaboration, and order fulfillment
Experience supporting customers in supply chain, aerospace and defense, or other highly regulated industries
Proven experience managing and closing renewal portfolios of $3M+ annually
Demonstrated experience generating and closing $250K+ expansion opportunities
Strong problem-solving mindset with a commitment to seeing issues through to resolution
Passion for helping customers achieve success
Strong executive presence and ability to engage customers at all levels
Ability to influence through persuasion, negotiation, and consensus building

Responsibilities

Partner with assigned customer accounts to ensure they achieve value from Exostar solutions—supporting renewal and expansion opportunities.
Develop and maintain a deep understanding of customers’ operational processes to guide usage of Exostar products and identify expansion opportunities.
Manage, prioritize, and drive resolution of open customer items by coordinating with internal Exostar stakeholders, providing proactive updates throughout.
Lead regular operational reviews with customers, discussing support tickets, case metrics, and ongoing performance.
Collaborate with services delivery teams to ensure successful execution of service engagements and extended support contracts for assigned accounts.
Mentor and train junior Customer Success team members as needed.
Support the development and implementation of systems and tools that provide performance metrics and insights into Customer Success effectiveness.