Senior Customer Success Manager
Senior Customer Success Manager owns post-sale lifecycle for B2B SaaS customers, driving renewals, retention, and value realization through proactive engagement, usage monitoring, and risk mitigation. Requires 3-5 years in client-facing roles with strong commercial instincts.
Responsibilities
- Own the end-to-end lifecycle for your book of business, driving successful renewals through proactive planning, forecasting, and negotiation
- Build and execute renewal strategies 90–120 days in advance, identifying risks early and partnering cross-functionally to ensure seamless execution
- Develop strong relationships with key stakeholders, aligning on measurable success metrics and desired business outcomes
- Monitor product usage and engagement, proactively addressing adoption gaps to ensure customers realize clear ROI
- Lead business reviews and strategic check-ins to reinforce value, strengthen alignment, and surface growth opportunities
- Identify and mitigate churn risk using data-driven insights, executing mitigation plans and escalating when necessary
- Maintain clear documentation of account health, risks, and blockers while advocating for customer needs and sharing feedback internally
Requirements
- 3-5 years in Customer Success, Account Management, or a similar client-facing role in a B2B SaaS environment
- Proven experience owning renewals and retention metrics
- Strong commercial instincts and comfort leading contract conversations
- Ability to interpret usage data and translate it into action
- Excellent communication and stakeholder management skills
- Highly organized with strong attention to detail
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