Senior Customer Success Manager

Managing a portfolio of strategic enterprise accounts, the full-time Senior Customer Success Manager will serve as a trusted advisor to senior stakeholders, lead account escalations, and drive customer retention and growth strategies in a remote setting. Key responsibilities Own and grow a portfolio of complex enterprise accounts, shaping long-term account strategies and managing high-stakes escalations Analyze customer health and NPS data to develop actionable retention and growth strategies while leading cross-functional initiatives to improve customer experience Collaborate with internal teams to influence account strategy and mentor junior Customer Success Managers, sharing best practices across the team Required qualifications Bachelor's degree and 5+ years of experience in Customer Success or account management with a focus on strategic enterprise accounts Demonstrated experience in owning retention and expansion targets, with knowledge of SaaS metrics such as NRR and GRR Proven ability to build relationships with senior stakeholders and navigate complex organizational dynamics Experience mentoring team members and leading through ambiguity with sound judgment Exceptional multitasking and project management skills across a demanding portfolio