Senior Customer Success Manager

Role Overview

The Senior Customer Success Manager is responsible for maintaining and growing customer revenue and health by aligning customer needs, product capabilities, and use cases. This role is expected to leverage AI and emerging technologies to improve productivity, enhance decision-making, and continuously optimize how work is performed.

What You Will Do

Drive net revenue retention by identifying, pipelining, and closing upsell and cross-sell opportunities within a dedicated book of business to exceed growth targets. Build strategic relationships with the largest and most innovative companies across North America, engaging C-suite decision-makers to uncover business requirements and map them to additional products or higher-tier service levels.

Why It Might Be a Fit

The ideal candidate will have 5+ years of experience in B2B software customer success management or a similar role within the tech industry, with a proven success selling complex SaaS solutions, preferably in security and compliance across financial services, fintech, e-commerce, and technology.

Requirements

• Post-secondary degree or equivalent combination of education and experience
• 5+ years of experience in B2B software customer success management or a similar role within the tech industry
• Proven success selling complex SaaS solutions, preferably in security and compliance across financial services, fintech, e-commerce, and technology
• Experience managing multi-million-dollar customers, driving product adoption, mitigating churn, and accurately forecasting revenue
• Proven ability to become a trusted advisor by focusing on customer outcomes and the business value of software
• Exceptional verbal, written, and presentation skills for both external and internal audiences, including articulating technical product value
• Self-motivated, detail-oriented, and driven to achieve
• Strong business, operational, and technical aptitude, with the ability to quickly learn new technologies and transactional business models
• Experience analyzing data sets and presenting findings to customers, and owning customer touchpoints such as quarterly business reviews
• Experience with financial, compliance, or regulatory industries
• Experience with the following tools/technology: CRM, ticketing, and product management tools (Salesforce considered an asset), and Excel or BI tools
• Working fluency using AI in your own account management work, with a repeatable process and a habit of verifying output before relying on it, plus experience introducing a shared workflow or template that teammates use, and sound judgment on where AI should not touch confidential customer data

Benefits

• Comprehensive Benefits: health, dental, and vision coverage, retirement plans with company match, paid time off, parental leave, and an annual education & training stipend (equivalent to $1,000 in local currency)
• Employee Resource Groups: an inclusive space, support, and community for employees of diverse backgrounds and allies