Senior Customer Success Manager

Accountabilities:

• • Own strategic account planning for a portfolio of complex enterprise customers, developing and executing multi-year success plans connected to measurable business outcomes and ROI.
  • Build trusted-advisor relationships with Director-, VP-, and C-level stakeholders by understanding their objectives and aligning solutions with broader business priorities.
  • Manage the renewal lifecycle end to end, including forecasting, health scores, usage trends, risk identification, and proactive churn mitigation.
  • Analyze customer satisfaction data, KPIs, adoption metrics, and account health indicators to identify opportunities and risks.
  • Identify expansion opportunities by uncovering underutilized capabilities and increasing product adoption, while partnering with Sales on upsell and cross-sell initiatives.
  • Serve as the primary escalation point for at-risk or highly complex accounts, coordinating internal resources and implementing recovery strategies.
  • Lead Quarterly Business Reviews that demonstrate customer value, assess strategic alignment, and identify optimization and growth opportunities.
  • Collaborate with Product, Support, Engineering, Sales, and Implementation teams to resolve customer challenges, improve service delivery, and advocate for customer needs.
  • Champion customer feedback and ensure insights are communicated effectively to inform product improvements, service enhancements, and roadmap decisions.
  • Develop and improve customer success processes that increase team efficiency, strengthen customer outcomes, and support scalable growth.
  • Mentor fellow Customer Success Managers by sharing best practices in account planning, executive engagement, renewal management, and escalation handling.
  • Use modern CRM, customer success, and AI-enabled tools to monitor sentiment, analyze account health, and improve customer engagement.

  Requirements:

  • 5–10+ years of experience in Customer Success, SaaS, Technical Account Management, or a comparable client-facing role, with a strong track record managing complex enterprise accounts.
  • Strong technical aptitude, ideally including knowledge of networking concepts, Wi-Fi infrastructure, network topology, or broader IT environments.
  • Demonstrated success driving customer retention, relationship development, product adoption, and account growth within enterprise portfolios.
  • Strong business and financial acumen, with the ability to connect product usage, customer outcomes, revenue growth, and ROI.
  • Executive-level communication skills and presence, with experience leading QBRs and communicating technical concepts clearly to Director-, VP-, and C-suite stakeholders.
  • Proven ownership of renewal forecasting, customer health scoring, churn prevention, and risk management.
  • Experience working with CRM and Customer Success platforms such as HubSpot or Zendesk, as well as modern AI tools for sentiment analysis and customer health tracking.
  • Strong analytical, organizational, problem-solving, and attention-to-detail skills.
  • Ability to manage multiple priorities across a diverse and highly complex enterprise customer portfolio in a fast-paced environment.
  • Comfortable collaborating across global time zones and working with geographically distributed teams.
  • Experience with enterprise customers in hospitality, MDU, or similar service-driven industries is a plus.
  • Prior experience mentoring or informally leading other CSMs is strongly preferred.
  • A bachelor’s degree or equivalent combination of professional experience and certifications is preferred.
  • Willingness to travel occasionally for company meetings or customer onsite engagements.
  • Must be based in the United States and legally authorized to work for a U.S. employer without sponsorship.

  Benefits:

  • Base salary of $130,000 USD.
  • Comprehensive medical, dental, and vision coverage.
  • 401(k) retirement plan.
  • Flexible Balanced Time Off policy with no fixed number of vacation days.
  • 11 paid company holidays.
  • Company-wide end-of-year holiday break.
  • Fully remote work environment.
  • Opportunity to work with enterprise customers and cross-functional teams across a dynamic SaaS environment.
  • Opportunities to mentor peers and contribute to the development of customer success practices and processes.
  • Inclusive workplace with equal employment opportunities and support for reasonable accommodations.