Senior Customer Success Manager

Senior Customer Success Manager

We are seeking an experienced Senior Customer Success Manager to join a growing technology organization and manage a portfolio of strategic enterprise clients.

This role is ideal for a relationship-driven and commercially minded professional who can build strong customer partnerships, drive adoption and retention, identify growth opportunities, and turn customer needs into measurable business outcomes.

What You'll Do

• Manage and grow relationships across a portfolio of enterprise and strategic customer accounts.
• Develop account strategies focused on customer retention, adoption, and long-term growth.
• Build strong relationships with key stakeholders and executive-level contacts.
• Lead strategic account discussions and business reviews to evaluate customer goals, performance, and future opportunities.
• Proactively identify potential risks within accounts and develop action plans to improve customer outcomes and retention.
• Identify opportunities for expansion, including additional users, products, services, or business units.
• Partner with internal teams, including Sales, Product, Marketing, Support, and Customer Experience, to ensure customer needs are addressed.
• Support renewal conversations and contribute to commercial discussions related to account growth and expansion.
• Utilize customer data, product usage, and account insights to identify opportunities to improve engagement and adoption.
• Serve as a trusted advisor and advocate for customers while balancing their needs with overall business objectives.

What We're Looking For

• 5+ years of experience in Customer Success, Strategic Account Management, Enterprise Account Management, or a similar client-facing role within a B2B SaaS or technology environment.
• Experience managing complex enterprise customer relationships with multiple stakeholders.
• Demonstrated success supporting customer retention, renewals, account expansion, upselling, or cross-selling.
• Strong ability to build relationships with senior and executive-level stakeholders.
• Excellent communication and presentation skills.
• A commercial mindset with the ability to identify and develop account growth opportunities.
• Experience using CRM and customer success platforms.
• Ability to analyze customer data, usage trends, and account health to drive decisions.
• Highly organized, proactive, and comfortable managing multiple strategic accounts simultaneously.
• Willingness to travel periodically within the United States.

Experience in any of the following areas would be a plus:

• B2B SaaS or technology platforms
• Enterprise customer management
• Hospitality or related technology
• Procurement or supply chain solutions
• Strategic account growth
• SaaS retention and expansion metrics
• Executive business reviews and strategic account planning