Sr. Customer Success Manager

What you’ll be doing

• Own a portfolio of enterprise accounts across brands and retailers, serving as the primary strategic partner and building long-term, mutually beneficial customer relationships

• Drive customer lifetime value by identifying expansion and cross-sell opportunities, mitigating churn risk, and partnering cross-functionally to support revenue growth

• Own the end-to-end post-sale customer journey, including onboarding, integration, adoption, utilization analysis, ROI measurement, and strategic recommendations

• Forecast, lead, and negotiate renewals and expansion opportunities to improve retention and net revenue retention, partnering closely with Sales and Revenue Operations

• Serve as the voice of the customer, translating customer needs and feedback into actionable insights for Product and other cross-functional teams while driving measurable adoption outcomes

• Analyze product usage, customer behavior, and performance data to deliver proactive insights, value-based recommendations, and personalized engagement strategies

• Lead executive business reviews and strategic check-ins that clearly demonstrate business impact, ROI, progress against goals, and opportunities for continued growth

• Manage day-to-day customer operations, including month-end billing review, internal coordination, issue resolution, and continuous improvement of customer processes and documentation

We’ll be excited if you have

• Bachelor's degree or equivalent relevant experience

• 7+ years of customer success, account management, or strategic relationship management experience supporting U.S. enterprise customers, ideally within B2B SaaS

• A proven track record of managing and improving commercial KPIs such as renewal rate, expansion, net revenue retention (NRR), and churn

• Strong commercial and product acumen, with demonstrated experience contributing to customer growth and revenue outcomes

• Strong technical aptitude and comfort using AI, analytics, and data tools to improve customer insights, efficiency, and decision-making

• Experience with CRM and Customer Success platforms such as Salesforce and Gainsight is preferred.

• Exceptional attention to detail, strong prioritization skills, and the ability to manage multiple priorities and deadlines in a fast-paced, startup environment

• Excellent communication, relationship-building, and consultative skills, with the ability to influence both technical and non-technical stakeholders, including senior executives

• A balanced mix of analytical rigor, creativity, problem-solving, and customer empathy

• Ability to work U.S. business hours