Senior Customer Success Manager

We're looking for a Senior Customer Success Manager to join our Customer Experience team. In this role, you'll be the strategic partner our customers rely on to drive real business outcomes — not just platform adoption. You'll own the full customer relationship, from implementation handoff through renewal and expansion, and serve as a trusted advisor to HR, Finance, and People leaders at organizations of all sizes.

We will measure your success through:

• Gross Revenue Retention (GRR)

• Net Revenue Retention (NRR)

• Overall customer health and successful outcomes

• Renewal outcomes and forecasting accuracy

• Following risk mitigation frameworks and playbooks

What You'll Own

Relationship & Retention

• Build and maintain strong relationships between ChartHop and executive buyers, senior decision-makers, and multiple stakeholders across each account — mapping champions, detractors, and key contacts to protect against turnover risk

• Consistently facilitate strategic discussions involving leadership to mitigate risk and drive internal alignment and focus

• Initiate renewal discussions and fully own renewal narrative, strategy and execution

• Drive and facilitate fast, coordinated resolution of escalations — flagging risks early, delegating internally, and communicating clearly until resolution is achieved

• Proactively identify and mitigate risk before it compounds by surfacing feedback across internal teams and actioning information

Value & Adoption

• Define and track customer success metrics tied to each customer's business goals — not just platform usage

• Ensure successful outcomes on key use cases and planning cycles; validate impact through retros (formal or informal)

• Drive adoption of retention-critical features and identify opportunities to expand accounts through additional modules or deeper use of contracted modules

• Serve as a product subject matter expert and workflow consultant — helping customers construct their desired workflows while owning final review to prevent data exposure risks or configuration gaps

• Own the customer enablement strategy: onboard, train, and coach customers to operate ChartHop independently as admins and users, supported by enablement documentation

Strategic Oversight

• Own the implementation-to-CSM handoff, absorbing full account context to ensure continuity

• Be the structured voice of the customer internally — bringing product feedback, trends, and insights to Product and Engineering

• Partner closely with Sales, Support, and Product to drive customer outcomes through clear, direct communication