Senior Customer Success Manager
Core
Senior Customer Success Manager responsible for implementation partnership, strategic account ownership, product adoption, retention, and growth for enterprise B2B SaaS workforce management clients.
Role type
Senior IC Customer Success Manager (Strategic Account)
Builds
Workforce management platform for hourly workers and frontline staff
Domain
SaaS / Workforce Management / HR Tech
Required skills
B2B SaaS Customer Success, Strategic Account Management, Executive Stakeholder Management, Mutual Success Planning, Product Adoption Enablement, Churn Prevention, Expansion Pipeline Generation, Cross-functional Escalation Management, Tech Ecosystem Navigation
Preferred skills
Workforce Management (WFM), HR tech, payroll, time-and-attendance platforms
Technologies
Salesforce, Vitally, Gainsight, Jira, Slack, ADP, BambooHR, Gusto, Xero
Responsibilities
Shadow-manage accounts during onboarding and implementation; Lead go-live handoff to steady-state operations; Build multi-threaded relationships with executive and operational leadership; Co-create and execute Mutual Success Plans; Facilitate Executive Business Reviews (EBRs/QBRs); Cultivate customer advocacy and referenceable relationships; Monitor portfolio usage telemetry to drive depth of adoption; Navigate enterprise software ecosystems and advise on integrations; Synthesize customer feedback for Product and Engineering; Evaluate account health scores to detect churn risks; Act as senior point of escalation for complex issues; Partner with Account Managers on renewals; Identify expansion opportunities and qualify leads; Mentor Associate and Mid-level CSMs; Contribute to internal CS best practices and playbooks.
