Senior Customer Success Manager
Core
Senior Customer Success Manager owning a portfolio of large, complex, high-growth accounts in financial services and regulated tech, serving as a strategic advisor to drive retention and expansion.
Role type
Senior IC Customer Success Manager (Enterprise)
Builds
Enterprise SaaS platform for information archiving, surveillance, eDiscovery, and analytics
Domain
Enterprise SaaS / Financial Services / Regulated Tech
Required skills
Account strategy & management, C-suite stakeholder engagement, renewal negotiation, cross-functional team orchestration, revenue retention (NRR), pipeline forecasting
Preferred skills
Managing $500K+ ARR accounts, regulated industry experience (financial/legal/healthcare), procurement negotiation, Salesforce proficiency, CS platform experience (Gainsight/Totango)
Technologies
Salesforce, Gainsight, Totango, ChurnZero
Responsibilities
Build long-term account plans for large-cap accounts, lead Executive Business Reviews, own full renewal lifecycle including procurement negotiations, identify cross-sell/upsell opportunities, coach and mentor team members, advocate for product enhancements based on customer data
Seniority
Senior, hands-on IC