Senior Customer Success Manager

About the Role

As a Senior Customer Success Manager, you will serve as a strategic advisor for high-value, high-complexity customers. You will work with customers to define success metrics, architect strategic adoption plans, and ensure measurable growth throughout their lifecycle.

Senior CSMs excel at strategic communication and data-driven storytelling, tailoring their approach for business owners, executives, and internal leadership. They communicate with clarity and influence, whether guiding customers through complex workflows or preparing concise insights and recommendations for cross-functional and executive stakeholders. You will independently manage escalations, lead high-revenue renewals, and drive strategic expansion opportunities that may extend beyond the current product portfolio.

In this role, you set the standard for operational excellence. Senior CSMs influence cross-functional initiatives, mentor newer team members, and help shape the evolution of Customer Success through feedback, playbook refinement, and strategic insights.

Your Area of Focus

• Manage a high-value book of business with increasingly complex customer types, and ensure long-term retention and value realization.
• Develop structured value frameworks that align product adoption to measurable outcomes and ensure stakeholders clearly understand the impact of their investment.
• Conduct proactive outreach rooted in customer health analytics, surfacing insights and driving tailored interventions.
• Deliver advanced recommendations that reflect industry best practices, product expertise, and customer-specific growth opportunities.
• Meet or exceed elevated quarterly ARR retention and expansion quotas, identifying whitespace and future product opportunities.
• Own complex and high-risk renewals, including stakeholder alignment, objection handling, and narrative development.
• De-escalate customer challenges with independence and clarity, looping in leadership proactively and reactively with well-formed context and recommended paths forward.
• Participate in customer onboarding from the outset, ensuring continuity and a strategic foundation for long-term success.
• Serve as a cross-functional influencer, collaborating with Product, Marketing, Support, and CS leadership to provide feedback, test playbooks, and support post-launch improvements.
• Mentor new CSMs in a structured capacity, modeling best practices in communication, documentation, strategic thinking, and renewal management.
• Demonstrate mastery of data-driven storytelling in customer updates, internal communications, and cross-functional initiatives.

Your Professional Qualifications

• 5+ years of experience managing high-value, complex customers in a fast-paced SaaS or technology environment.
• Deep product and industry understanding with the ability to translate needs into strategic recommendations and influence roadmap discussions.
• Advanced communication skills, including executive-level communication and data-driven storytelling.
• Proven ability to independently manage escalations, high-risk renewals, and complex customer situations.
• Consistent record of meeting or exceeding retention and expansion metrics, including elevated quotas.
• Demonstrated leadership through mentoring, cross-functional collaboration, and contribution to process/playbook improvements.
• Ability to synthesize data into actionable insights for both customers and internal teams.
• Strong problem-solving skills, creative strategic thinking, and comfort navigating ambiguity.