Senior Customer Success Manager, Strategic
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Job Description
Senior Customer Success Manager guiding strategic SaaS customers through onboarding, adoption, renewals, and expansion. Connecting Customer.io messaging platform usage to measurable business outcomes.
Responsibilities:
- Manage a book of roughly 20 to 35 Strategic customers, each above $100k in ARR, guiding them through onboarding, adoption, and long-term success
- Link platform use to measurable business outcomes and track renewal rate and growth dollars
- Partner with Account Managers to identify expansion opportunities and shape renewal strategy
- Lead quarterly and executive business reviews, including onsite EBRs
- Build mutual success plans with senior stakeholders
- Build relationships with multiple stakeholders in each account, including executive leaders
- Monitor account risk, investigate signals, determine next steps, and manage escalations
- Discuss technical needs with users and connect them to strategic impact for executive sponsors
- Provide recommendations that support long-term renewals
- Bridge Customer Success, Technical Support, Product, and Engineering
- Advocate for customers and bring fresh perspectives to the Customer Success organization
Requirements:
- Based in the U.S. or Canada, and open to travel
- 5+ years of enterprise CSM experience in SaaS, managing complex, strategic accounts
- Hands-on commercial involvement in renewals, upsell, or expansion
- Clear grasp of gross retention and expansion drivers
- Ability to tie platform usage to business value and present that impact to executives through EBRs and partnership reviews
- Comfort with APIs, integrations, and data models
- Track record of influencing colleagues to focus on customer needs
- Enthusiasm for AI and urgency to keep learning new functionality
- Spanish language skills are a bonus
- Experience running client onsites is a bonus
- Background in martech, CDPs, or messaging platforms is a bonus
Benefits:
- 10% variable compensation
- Equity grant in the form of stock options
- 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family
- 16 weeks paid parental leave
- Unlimited PTO
- Remote work stipend
- Wellness stipend
- Professional development budget
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