Senior Customer Success Manager

We’re looking for a Senior Customer Success Manager to own the post-sale relationship for our enterprise and mid-market accounts. You’ll be the strategic partner our customers rely on to drive adoption, realize value, and grow their partnership with Prophetic Software. This is a high-impact role on a small, fast-moving team — you’ll shape how we do customer success, not just execute a playbook.

What You’ll Do

Own a portfolio of enterprise and mid-market accounts end-to-end — from onboarding through renewal and expansion.

• Build deep relationships with champions, economic buyers, and executive stakeholders

• Drive product adoption by creating success plans tied to each customer’s business objectives

• Lead quarterly business reviews (QBRs) and executive check-ins that demonstrate ROI

• Monitor health scores, usage signals, and risk indicators; proactively intervene before churn

• Identify and close expansion opportunities in partnership with Account Executives

• Serve as the voice of the customer internally — surface product feedback, escalate blockers, and influence the roadmap

• Contribute to building out CS playbooks, onboarding templates, and team processes

What You Bring:

• 2+ years of Customer Success, Account Management, or related post-sale experience at a B2B SaaS company

• Experience owning a book of business and supporting renewal processes

• Comfortable leading QBRs and building relationships with day-to-day stakeholders

• Data-driven: you use health metrics, usage data, and renewal forecasts to prioritize your work

• Exceptional written and verbal communication; you can explain complex concepts simply

• Ability to manage 15–25 accounts simultaneously with strong organizational skills

• Ability to travel up to 25% to customer sites, QBRs, and events

Nice to Have

• Experience in [relevant industry, e.g., AI / ML software, healthcare tech, fintech]

• Familiarity with tools like HubSpot, Slack, or Notion

• Experience at a startup or scale-up; comfort with ambiguity and building from scratch

Why Prophetic:

• The team. Wide expertise, sharp, low ego, and genuinely fun to work with. We have each other's backs and we celebrate wins together.

• Real ownership and impact from day one. Our customers make million-dollar decisions on our platform. Your work matters immediately.

• AI-native product and AI-native workflows. Every team — engineering, sales, operations — runs on AI tooling daily.

• Founder-led transparency. Leadership shares the financials, the strategy, and the hard calls with the whole team.

• High growth, high demand. The product works, customers love it, and we are hiring to keep up. No shortage of opportunity here.

• Flexibility. Remote, hybrid, or in-office with a great Portland, OR headquarters.

• Self-starters who thrive in ambiguity. We're a startup. If you need someone to tell you what to do every morning, this isn't the place; if you come alive solving hard problems with smart people, it is.

Benefits (US-based Full-time):

• 100% medical, dental & vision insurance coverage for you; 30% coverage for dependents

• Competitive salary and meaningful early-stage equity

• Unlimited PTO

• Hybrid/Remote stipend

• In-office perks: snacks, drinks, coffee, ping-pong table, and more — plus cuddles from Olive, our in-office Doberman!

• Budget for intra-office travel

• 2–3 annual team meetups in person

How We Work:

These four themes are how we think, build, and lead:

• Truth — Say the hard thing. We speak plainly, flag problems early, and share what's actually going on.

• Precision — Sign your name to it. Our customers make million-dollar decisions on our data. We get the details right.

• Velocity — Speed compounds. Waiting doesn't. We ship daily and launch features every two to three weeks.

• Ownership — Own it, then solve it. We own outcomes, not tasks. If something's broken, we fix it.