# Senior Customer Success Manager

**Company:** [PreVeil](https://hotfix.jobs/companies/preveil)
**Location:** Remote
**Role:** Customer Success
**Experience:** 8+ years
**Skills:** Salesforce, Customer Success Management, Account Management, Renewal Management, Executive Relationship Management, Product Adoption, Churn Prevention, Revenue Growth, SaaS, Cybersecurity
**Posted:** 2026-06-10

> Own a portfolio of 750 small-to-enterprise accounts as the primary strategic partner, driving adoption, renewals, and expansion while protecting revenue in a high-growth cybersecurity SaaS company.

## Job Description

## 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

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