Senior Customer Success Manager

This

position

is

listed

on

behalf

of

a

partner

company,

who

manages

all

applications

and

next

steps.

Our

partner

is

looking

for

a

Senior

Customer

Success

Manager

based

in

the

United

States

.

The

Senior

Customer

Success

Manager

will

serve

as

a

strategic

advisor

and

trusted

partner

to

a

portfolio

of

high-value

Mid-Market

and

Enterprise

customers

within

a

fast-growing

SaaS

environment.

This

role

focuses

on

strengthening

customer

relationships,

driving

product

adoption,

maximizing

retention,

and

identifying

opportunities

for

account

growth.

You

will

oversee

the

customer

journey

from

implementation

through

ongoing

account

management,

ensuring

seamless

transitions

and

measurable

business

outcomes.

Working

closely

with

executive

stakeholders

and

cross-functional

teams,

you

will

develop

tailored

success

strategies

and

proactively

address

customer

challenges.

You

will

also

contribute

to

customer

advocacy,

product

feedback,

and

continuous

improvement

initiatives.

This

is

a

12-month

fixed-term

contract

offering

the

opportunity

to

make

a

meaningful

impact

while

helping

businesses

optimize

workforce

management

through

innovative

technology.

Accountabilities:

Implementation

and

Customer

Onboarding:

Partner

with

Professional

Services

during

implementation

to

monitor

progress,

ensure

stakeholder

alignment,

validate

configurations

against

customer

objectives,

and

proactively

resolve

potential

roadblocks.

Lead

seamless

transitions

from

implementation

to

ongoing

customer

success

at

Go-Live.

Strategic

Account

Management:

Manage

a

portfolio

of

high-value

Mid-Market

and

Enterprise

customers,

building

strong

relationships

with

executive

and

operational

stakeholders

across

HR,

Operations,

Payroll,

and

senior

leadership.

Customer

Success

Planning:

Develop

and

execute

tailored

Mutual

Success

Plans

aligned

with

customer

business

objectives,

operational

requirements,

and

measurable

return

on

investment.

Executive

Engagement:

Prepare

and

lead

Executive

Business

Reviews

(EBRs)

and

Quarterly

Business

Reviews

(QBRs),

presenting

adoption

metrics,

business

outcomes,

product

updates,

and

strategic

recommendations.

Product

Adoption

and

Enablement:

Monitor

platform

usage

and

help

customers

maximize

the

value

of

core

and

advanced

features,

including

workforce

scheduling,

award

interpretation,

timesheets,

and

payroll

readiness.

Deliver

tailored

workshops

and

optimization

sessions

to

support

adoption.

Technology

Ecosystem

Management:

Guide

customers

through

integrations

and

workflows

involving

HRIS,

payroll,

and

point-of-sale

systems,

helping

resolve

technical

challenges

and

improve

operational

efficiency.

Customer

Advocacy

and

Feedback:

Build

referenceable

customer

relationships

and

collaborate

with

Marketing

on

testimonials,

case

studies,

reference

calls,

and

review

platform

engagement.

Communicate

customer

feedback

and

product

improvement

opportunities

to

Product,

Engineering,

and

Design

teams.

Retention

and

Risk

Management:

Monitor

customer

health

scores,

product

usage,

and

support

trends

to

identify

potential

churn

risks.

Lead

complex

escalations

and

coordinate

internal

resources

to

resolve

customer

issues

effectively.

Renewal

Support:

Partner

with

Account

Managers

90–120

days

ahead

of

contract

renewals,

providing

insights

into

account

health,

customer

sentiment,

product

adoption,

and

demonstrated

business

value.

Growth

and

Expansion:

Identify

opportunities

for

additional

products,

modules,

locations,

and

user

growth.

Qualify

expansion

opportunities

and

coordinate

their

handoff

to

Account

Management

teams.

Team

Development

and

Operational

Excellence:

Mentor

and

support

junior

Customer

Success

Managers

while

contributing

to

internal

playbooks,

standard

operating

procedures,

business

review

templates,

and

customer

health

management

processes.

Requirements:

Professional

Experience:

5–8+

years

of

experience

in

B2B

SaaS

Customer

Success

or

Strategic

Account

Management,

including

at

least

2

years

managing

Mid-Market

or

Enterprise

accounts.

How Jobgether works

• We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
• We appreciate your interest and wish you the best!
• Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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