Sr Customer Success Manager

Copado•Chicago, IL

2d•$115,000 - $135,000•Onsite

About The Position

Copado helps enterprises deliver Salesforce and cloud applications faster and with less risk. As a Sr Customer Success Manager, you own a portfolio of strategic enterprise accounts, drive adoption and measurable business outcomes, and act as a trusted advisor to customer executives and a revenue partner to Sales.

Requirements

7+ years in Customer Success, Account Management, or a similar customer-facing role in enterprise SaaS
Industry experience in the Salesforce ecosystem, DevOps, or enterprise software delivery, with the credibility to engage customer technical and business leaders
Track record of driving expansion and retention outcomes alongside Sales
Strong business acumen, including the ability to build and present a business case
Excellent communication, stakeholder management, and influencing skills

Responsibilities

Build and execute Success Plans tied to each customer's business goals, with clear milestones and measurable value
Lead onsite and virtual CBRs with C-suite and senior leadership, presenting progress, ROI, and roadmap
Monitor adoption and account health, and address risk early
Partner with Account Executives to identify, qualify, and close upsell and cross-sell opportunities, and contribute to Net Revenue Retention (NRR) across your portfolio
Stay informed on renewal timelines and risks, and align with Sales so renewals are supported by demonstrated value
Know when to engage Technical Account Managers and Product, and build a business case (customer impact, revenue at stake, strategic fit) for how to partner
Represent the customer's voice to the Product team with clear evidence and context
Travel regularly to customer sites for CBRs, executive meetings, and relationship building