Senior Customer Success Manager

How You Will Drive Impact

Customer Ownership and Relationship Development

• Own a portfolio of 750 small to enterprise accounts as the primary strategic partner
• Build deep, trusted relationships with key stakeholders and decision-makers
• Develop and maintain relationships at multiple levels within each account, including executive sponsors
• Leverage engagement data and account intelligence to anticipate customer needs and identify risk early

Retention and Revenue Protection

• Lead structured save efforts for at-risk accounts, diagnosing root causes and executing recovery plans
• Own the full renewal cycle, partnering with CS leadership to forecast accurately and minimize churn
• Identify, document, and own expansion forecasts within accounts, partnering with Sales to convert opportunities

Product Adoption and Customer Outcomes

• Develop and execute tailored adoption plans that drive meaningful platform usage
• Align customer goals to platform capabilities and measure progress toward compliance and security objectives
• Cultivate customer advocates and reference accounts for referrals, case studies, and community engagement

Operational Excellence

• Leverage internal systems and AI tools to manage customer engagement effectively at scale
• Maintain accurate account data, renewal timelines, health scores, and expansion opportunities in Salesforce
• Partner with CS leadership on strategic initiatives

What We Are Looking For

• 8+ years of work experience with 4+ years as a Customer Success Manager in a SaaS environment
• SaaS CSM experience required; Cybersecurity or Defense Industry-focused SaaS strongly preferred
• Demonstrated success managing small to enterprise accounts, including executive-level relationship management
• Proven track record of driving product adoption, executing save motions, and owning renewal outcomes
• Exceptional written and verbal communication skills
• Organized, detail-oriented, and execution-focused mindset
• Comfortable in a fast-paced, high-volume, high-growth, goal-oriented environment
• Experience with Salesforce or similar customer success tools required
• Bachelor's Degree with minimum GPA of 3.6
• Remote — Eastern or Central Time Zone required