Senior Customer Success Manager

Role Overview

The Senior Customer Success Manager will lead strategic relationships with enterprise customers across the North region, building trusted relationships with senior and executive stakeholders and influencing business and transformation decisions.

What You Will Do

The Senior CSM will own customer success strategy, develop Experience Orchestration Plans and Customer Success Plans, drive value realization and adoption, and guide AI transformation.

Why It Might Be a Fit

The ideal candidate will have a strong understanding of SaaS Customer Success, commercial mindset, and ability to lead complex cross-functional initiatives and influence stakeholders without formal authority.

Requirements

• Significant experience in Customer Success, strategic account management, consulting or another enterprise SaaS customer-facing role.
• Demonstrated ability to build trusted relationships with senior and executive stakeholders and influence business and transformation decisions.
• Strong understanding of SaaS Customer Success, including adoption, value realization, customer health, retention, expansion and lifecycle management.
• Strong commercial mindset with experience identifying growth opportunities and partnering effectively with Sales.
• Ability to lead complex cross-functional initiatives and influence stakeholders without formal authority.
• Experience working in partner-led or channel-based environments, balancing strong partner collaboration with appropriate customer intimacy.
• Ability to translate technology and AI capabilities into business outcomes and compelling executive narratives.
• Practical AI literacy and experience using generative AI and digital tools to improve research, analysis, communication, prioritization and productivity.
• Strong analytical skills and ability to turn customer data and signals into insights, recommendations and actions.
• Excellent communication, facilitation and executive storytelling skills.
• Demonstrated ownership, learning agility and sound judgment, with the ability to prioritize impact over activity and operate independently in complex environments.
• Ability and willingness to coach others, share expertise and contribute to the success and development of the broader team.

Benefits

• Paid volunteer time
• August Free Fridays
• Well-being resources
• Regionally tailored programs for employees and their families