Senior Customer Success Manager
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Job Description
Senior Customer Success Manager managing relationships for strategic and enterprise customers. Advising on solutions, ensuring value realization, and driving retention and expansion efforts at CrashPlan.
Responsibilities:
- Own the end-to-end customer lifecycle for a portfolio of strategic and enterprise accounts
- Develop and execute customer success plans aligned to customer business goals, advocating for customer needs internal and ensuring timely follow-through
- Serve as the primary point of contact and trusted advisor for assigned customers, building strong relationships with customer stakeholders at multiple levels
- Drive product adoption and value realization through proactive engagement
- Monitor customer health, usage, and risk indicators; take action to prevent churn
- Partner with Sales on renewals and expansion opportunities
- Partner with Technical Account Managers, Support, Solutions Engineering, Product, and Sales teams to resolve customer challenges or progress renewals
- Coordinate escalations and ensure effective communication and resolution
- Provide structured customer feedback to influence product and experience improvements
- Maintain accurate customer data, success plans, and activity tracking in CRM and CS tools
- Contribute to playbooks, best practices, and scalable success motions
- Mentor junior CSMs and contribute to team knowledge sharing
Requirements:
- Bachelor’s degree in Business Administration, Management, Communications, Marketing, Information Systems, or a related field - or equivalent relevant experience
- 5+ years of experience in Customer Success, Account Management, or related customer-facing roles in B2B SaaS
- Proven experience managing enterprise or strategic customer relationships
- Experience presenting, demonstrating technical solutions
- Strong ability to drive retention, adoption, and customer satisfaction outcomes
Benefits:
- Full range of benefits
- Variable bonus plan based on assigned targets
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