Senior Customer Success Manager
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Job Description
Senior Customer Success Manager owning renewals, adoption, and expansion for ChartHop’s HR platform. Advising HR, Finance, and People leaders on strategic workflows and outcomes.
Responsibilities:
- Own the full customer relationship from implementation handoff through renewal and expansion
- Manage a book of approximately 20–25 mostly mid-market accounts with a few enterprise accounts
- Build relationships with executive buyers, senior decision-makers, and stakeholders
- Facilitate strategic discussions to mitigate risk and drive alignment
- Initiate and own renewal strategy, narrative, and execution
- Coordinate resolution of escalations and communicate through resolution
- Identify and mitigate customer risk; surface feedback across internal teams
- Define and track customer success metrics tied to business goals
- Ensure successful outcomes on key use cases and planning cycles
- Drive adoption of retention-critical features and identify expansion opportunities
- Advise customers on workflows and review configurations to prevent data exposure risks
- Own customer onboarding, training, coaching, and enablement documentation
- Own implementation-to-CSM handoff and ensure account continuity
- Bring customer feedback, trends, and insights to Product and Engineering
- Partner with Sales, Support, and Product to drive customer outcomes
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)
Benefits:
- $30K–$34.5K bonus
- Inclusive employer and diversity-valuing workplace
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