Customer Success Manager - Senior
Core
Senior Customer Success Manager responsible for end-to-end management of enterprise and strategic accounts, acting as a consultative partner to maximize value, ensure retention, and drive expansion.
Role type
Senior Customer Success Manager (Enterprise)
Builds
Long-term strategic relationships and business value realization for enterprise clients
Domain
SaaS / Enterprise Technology
Deliverable
client delivery
Required skills
Enterprise account management, consultative selling, churn risk management, QBR/EBR execution, cross-functional coordination, product roadmap influence, contract negotiation, executive stakeholder management, data-driven analysis (NRR, NPS, adoption)
Preferred skills
Background in technology/SaaS, experience with complex technical solutions
Technologies
Customer Success frameworks, CRM tools, analytics platforms
Responsibilities
Manage end-to-end enterprise account portfolio; Develop and execute personalized success plans aligned with client business goals; Act as a strategic advisor to understand client context and priorities; Measure and communicate business value (financial impact, operational efficiency, CX improvement); Monitor health metrics and anticipate churn risks; Plan and execute Quarterly/Bi-annual Business Reviews; Identify and enable expansion opportunities; Coordinate internal teams (Support, Product, Engineering, Sales); Act as the customer voice to influence product roadmap and process improvements; Serve as a technical and behavioral reference for the CSM team
Seniority
Senior, hands-on IC with mentorship responsibilities
