Senior Customer Success Manager
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Job Description
Senior Customer Success Manager driving customer outcomes, renewals, and expansion for ChartHop’s HR platform. Advising HR, Finance, and People leaders on workflows and adoption.
Responsibilities:
- Serve as a strategic partner to customers to drive business outcomes beyond platform adoption
- Own the full customer relationship from implementation handoff through renewal and expansion
- Build and maintain relationships with executive buyers, senior decision-makers, and account stakeholders
- Map champions, detractors, and key contacts to mitigate turnover risk
- Facilitate strategic leadership discussions and drive internal alignment
- Initiate and own renewal discussions, strategy, narrative, and execution
- Coordinate escalation resolution and communicate through resolution
- Identify and mitigate customer risks proactively
- Define and track customer success metrics tied to business goals
- Ensure successful outcomes for key use cases and planning cycles
- Drive adoption of retention-critical features and identify expansion opportunities
- Serve as a product subject matter expert and workflow consultant
- Own customer enablement, including onboarding, training, coaching, and documentation
- Own the implementation-to-CSM handoff
- Bring customer feedback, trends, and insights to Product and Engineering
- Partner with Sales, Support, and Product to drive customer outcomes
- Success measured by GRR, NRR, customer health, renewal outcomes, forecasting accuracy, and adherence to risk mitigation frameworks
Requirements:
- 5+ years in Customer Success, SaaS consulting, or a related field
- Proven track record of owning enterprise customer relationships, including renewals and commercial negotiations
- Strong executive presence — comfortable managing relationships with C-suite and VP-level stakeholders
- Experience with SaaS implementations, project management, and cross-functional collaboration
- Ability to understand and consult on complex workflows across People, Finance, and Recruiting functions
- Proficiency translating customer needs into product feedback and strategic recommendations
- Experience at a high-growth startup (nice to have)
- Legally authorized to work in the US
- Must answer whether sponsorship will be required now or in the future
Benefits:
- Equity
- Bonus
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