Role Overview
The Senior Customer Success Manager owns the ongoing customer relationship and customer outcomes for a portfolio of high-touch, complex, and strategic accounts. This senior individual-contributor role serves as the primary relationship lead for account management and customer success.
What You Will Do
The Senior CSM coordinates with Sales on renewals and expansion, providing customer context, a clear value story, and early visibility into risks and opportunities. The Senior CSM operates independently in complex accounts, leads recovery and change-management efforts, and helps raise the standard of Customer Success execution.
Why It Might Be a Fit
The ideal candidate will have strong commercial acumen, analytical skills, and the ability to build trusted relationships with senior customer stakeholders and influence decision-making across business, operational, and technical audiences.
Requirements
- Ability to build trusted relationships with senior customer stakeholders and influence decision-making across business, operational, and technical audiences.
- Strong commercial acumen and the ability to balance customer advocacy, retention risk, and business outcomes while coordinating effectively with Sales on renewals and expansion.
- Strong analytical skills and comfort using customer data, product usage, CRM data, support trends, and business metrics to tell a clear value story.
- Excellent communication, presentation, problem-solving, and cross-functional leadership skills.
- Ability to thrive in a fast-paced, founder-led, scaling SaaS environment where processes are evolving and ownership is high.
To apply for this job please visit recruiting.paylocity.com.
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