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 (Strategic Account)
Builds
Enterprise SaaS platform for information archiving, surveillance, eDiscovery, and analytics
Domain
Enterprise SaaS / Financial Services / Regulated Tech
Required skills
Strategic account planning, C-suite stakeholder management, renewal negotiation, cross-functional leadership, Salesforce proficiency, revenue retention management
Preferred skills
Experience with $500K+ ARR accounts, regulated industry knowledge (FINRA, SEC, MiFID II), CS platform expertise (Gainsight, Totango, ChurnZero)
Technologies
Salesforce, Gainsight, Totango, ChurnZero
Responsibilities
Build long-term account plans for large-cap accounts; Lead Executive Business Reviews with C-suite; Own full renewal lifecycle and revenue retention targets; Identify and qualify cross-sell/upsell opportunities; Coach and mentor CSMs and CSRs on best practices; Represent customer voice to influence product roadmap
Seniority
Senior, hands-on IC