Overview:

As a Senior Customer Success Manager, you will own a portfolio of complex, strategic customers and partner with them to achieve their business objectives, maximize the value of their investment in , and build long-term successful partnerships.

The ideal candidate combines strong commercial acumen with technical curiosity and a proactive mindset. They are comfortable engaging executive stakeholders, navigating complex customer environments, and helping customers realize measurable value from their investment in .

What Makes This Opportunity Unique

As continues to grow globally, we are expanding our Customer Success team and creating a new Senior Customer Success Manager role. This is an exciting opportunity to join a high-performing team and take ownership of a portfolio of complex, strategic customers across the US and EU market.

is a Series D, AI-powered Employee Experience platform that has raised over $131M in funding and is the only 4x Leader across Gartner, Forrester, IDC, and G2.

For individuals looking to accelerate their career, this role provides significant opportunities for learning, growth, visibility, and progression.

Key Responsibilities:

In this role, you will be responsible for driving customer outcomes, value realization, retention, and growth across a portfolio of complex, strategic customers. Key responsibilities include:

Customer Value Realization

• Develop and execute success plans aligned to customer business objectives and desired outcomes
• Drive adoption and measurable business value by helping customers maximize their investment in
• Partner with customers to define success metrics, track progress, and demonstrate value realization throughout the customer lifecycle
• Navigate complex stakeholder environments and align business and technical teams around strategic objectives

Executive Stakeholder Engagement

• Serve as a trusted advisor to executive and senior business stakeholders.
• Lead Executive Business Reviews (EBRs/QBRs) with executive stakeholders
• Present business value, adoption insights, strategic recommendations, and success plans to customer leadership teams
• Influence executive stakeholders by connecting initiatives to broader business priorities and outcomes

Proactive Customer Success & Risk Management

• Anticipate customer needs and proactively identify opportunities to drive additional value
• Monitor customer health, engagement, and adoption trends to identify risks early
• Develop and execute mitigation plans to address risks before they impact customer outcomes
• Drive customer initiatives forward and coordinate stakeholders to ensure successful execution

Cross-Functional Collaboration & Customer Advocacy

• Partner closely with Sales, Product, Support, and Leadership teams to deliver exceptional customer outcomes.
• Advocate for customer needs and provide actionable feedback to influence product and process improvements.
• Coordinate internal resources and stakeholders to resolve customer challenges and drive strategic initiatives.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or a related field. Master's degree preferred.
• 5+ years of experience in Customer Success, Account Management, or a related customer-facing role within a B2B SaaS environment.
• Proven experience managing complex, enterprise customers across either North America or EU Region.
• Experience leading Executive Business Reviews (EBRs/QBRs) and presenting business value, strategic recommendations, and success plans to executive stakeholders.
• Strong commercial acumen with a track record of driving customer retention, growth, and long-term partnerships.
• Technically savvy with the ability to understand product capabilities, integrations, and customer use cases, and translate technical concepts into business value.
• Highly proactive with a demonstrated ability to anticipate customer needs, identify risks and opportunities early, and drive actions to successful outcomes with minimal direction.
• Excellent communication and presentation skills, with the ability to articulate complex concepts to both technical and non-technical audiences.

Benefits:

• Competitive salary and performance-based incentives.
• Comprehensive health benefits package.
• Flexible work arrangements, including remote options.
• Opportunities for professional development and career growth.
• Dynamic and collaborative work environment with a focus on innovation and creativity.

Join our team and make a significant impact on the success of our clients while advancing your career in customer success management!