Senior Customer Success Manager
Owns post-sale lifecycle for enterprise clients in B2B SaaS, driving adoption, retention, expansion via strategic plans, QBRs, and executive relationships. Requires 7+ years enterprise account management experience and CRM expertise.
About the job
Responsibilities
- Serve as a strategic advisor and primary point of contact for a portfolio of enterprise and key mid-market clients, ensuring they achieve their business outcomes using the Findigs platform.
- Develop and execute strategic account plans that drive platform adoption, retention, and expansion opportunities within your portfolio.
- Lead executive business reviews (EBRs) and quarterly business reviews (QBRs) with key client stakeholders to report on value, share insights, and align on future goals.
- Proactively monitor account health and product usage to identify and mitigate risks, while also uncovering opportunities for growth and expansion.
- Partner with Sales and Implementations to facilitate seamless handoffs from the sales cycle and collaborate on renewal and expansion strategies.
- Act as the voice of the customer, translating complex client feedback and requirements into actionable insights for our Product and Engineering teams.
- Contribute to scaling and refining our customer success practice by helping define playbooks, processes, and best practices for our enterprise segment.
- Navigate and resolve complex client escalations with a sense of urgency, collaborating with internal teams to ensure timely and effective resolution.
- Mentor and guide members of the Customer Success team, sharing your expertise in enterprise account management.
Requirements
- 7+ years of experience in a customer-facing role, with a strong focus on managing a portfolio of large, complex enterprise accounts in a B2B SaaS environment.
- Proven ability to build and maintain strategic relationships with senior executives and key stakeholders. A track record of driving product adoption, managing renewals, and identifying expansion opportunities within a client base.
- Exceptional presentation skills with the ability to communicate complex concepts clearly and concisely to diverse audiences.
- Deep understanding of customer success principles, methodologies, and best practices.
- Experience with CRM and customer success platforms (e.g., Salesforce, HubSpot, Gainsight).
- Strong analytical and problem-solving skills with the ability to navigate ambiguous, complex client situations.
- Willingness to embrace the unstructured, fast-paced environment of a high-growth startup.
- Strong communication skills including the ability to translate complex technical issues.
Nice-to-haves
- Prior startup experience.
- Experience in Proptech or Fintech.
Compensation & Benefits
- Competitive OTE + Pre-IPO equity.
- Flexible Paid Time Off (PTO) policy.
- Health benefits, 401(k) matching up to 4%, monthly gym stipend, and lunch provided every day.
Skills
Salesforce, HubSpot, Gainsight, Customer Success Platforms, CRM, Account Management, QBRs, Ebrs, SaaS, Analytical Skills
Similar jobs
Customer Success jobs
Grow Therapy
United States
Leads Training, Content, and Quality teams while building scalable onboarding, knowledge-management, and support-enablement systems. Requires 8+ years in support or operations, multi-team management experience, and expertise with LMS, CMS, quality tools, and AI-enabled improvement.
Thatch
United States
Build and scale Thatch’s customer advocacy and sales reference programs, turning customer relationships into references, content, events, and measurable pipeline impact. The role requires 8+ years in customer marketing, advocacy, community, or a related field and strong cross-functional partnership.
Posh
New York, NY
Own strategic relationships with 100–150 high-value event organizers, driving onboarding, product adoption, retention, and expansion. The role requires at least three years of customer-facing experience, a commercial mindset, and strong ability to use data to improve customer outcomes.
Ascertain
Remote
Lead post-sale customer success for AI healthcare agents, owning end-to-end implementations, change management, adoption, ROI demonstration, retention, and expansion for health systems and specialty groups. Requires 5+ years healthcare experience and 4+ years leading SaaS/IT implementations.
Virta Health
United States
Own strategic employer-client relationships, renewals, expansions, and value reporting for a virtual-care business. The role requires 6–8 years of customer success or client-facing account management experience, strong consultative selling and negotiation skills, and the ability to present data-driven outcomes to senior stakeholders.