Customer Success Manager

Senior Customer Success Manager (Strategic Accounts)

Overview

We are looking for a Senior Customer Success Manager to manage and grow strategic client relationships end-to-end. This role owns the full customer lifecycle, from onboarding and adoption to retention and expansion, ensuring clients achieve maximum value while driving measurable business outcomes.

This is a high-impact, strategic role that requires a strong commercial mindset, the ability to leverage data for decision-making, and proven experience influencing retention and revenue growth.

Key Responsibilities

• Own and manage a portfolio of strategic accounts end-to-end, acting as the primary point of contact
• Lead the full customer lifecycle: onboarding, adoption, retention, and expansion
• Build strong relationships with multiple stakeholders, including decision-makers and executives
• Proactively identify risks, churn signals, and growth opportunities within accounts
• Drive customer retention and revenue growth, including upselling and cross-selling initiatives
• Use data and customer insights to inform strategy, track performance, and optimize account outcomes
• Conduct regular business reviews (QBRs) to align on goals, performance, and future opportunities
• Partner cross-functionally with Sales, Product, and Support teams to deliver solutions and improve customer experience
• Manage escalations effectively, ensuring timely resolution and customer satisfaction
• Advocate for customer needs internally and contribute to product and service improvements

Requirements

• 3–5+ years of experience in Customer Success, Account Management, or similar client-facing roles
• Proven track record of managing accounts end-to-end, with ownership of the full customer lifecycle
• Demonstrated impact on customer retention, churn reduction, and revenue growth
• Strong commercial mindset with experience identifying and closing expansion opportunities
• Ability to work with data, metrics, and customer insights to drive decisions
• Experience engaging with multiple stakeholders, including senior-level clients
• Excellent communication, relationship-building, and problem-solving skills
• Strong organizational skills with the ability to manage multiple accounts simultaneously
• Experience with CRM and customer success tools (e.g., HubSpot, Gainsight, ChurnZero)

Preferred Qualifications

• Experience in SaaS, technology, or B2B environments
• Experience managing mid-market or enterprise accounts
• Background in data analysis and reporting
• Customer Success or Account Management certifications