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. This is a strategic customer success leadership opportunity focused on complex, high-value enterprise accounts within a fast-moving SaaS environment. You will act as a trusted advisor to senior customer stakeholders, helping them achieve measurable business outcomes and maximize return on investment. The role combines relationship management, renewal strategy, product adoption, account expansion, and technical problem-solving. You will own multi-year success plans, lead executive-level business reviews, and proactively manage customer health and retention risks. Working closely with Sales, Product, Support, Engineering, and Implementation, you will influence both customer outcomes and internal processes. You will also mentor fellow CSMs and help establish best practices across the broader customer success organization. Own strategic account planning for a portfolio of complex enterprise customers, developing and executing multi-year success plans connected to measurable business outcomes and ROI. Build trusted-advisor relationships with Director-, VP-, and C-level stakeholders by understanding their objectives and aligning solutions with broader business priorities. Manage the renewal lifecycle end to end, including forecasting, health scores, usage trends, risk identification, and proactive churn mitigation. Analyze customer satisfaction data, KPIs, adoption metrics, and account health indicators to identify opportunities and risks. Identify expansion opportunities by uncovering underutilized capabilities and increasing product adoption, while partnering with Sales on upsell and cross-sell initiatives. Serve as the primary escalation point for at-risk or highly complex accounts, coordinating internal resources and implementing recovery strategies. Lead Quarterly Business Reviews that demonstrate customer value, assess strategic alignment, and identify optimization and growth opportunities. Collaborate with Product, Support, Engineering, Sales, and Implementation teams to resolve customer challenges, improve service delivery, and advocate for customer needs. Champion customer feedback and ensure insights are communicated effectively to inform product improvements, service enhancements, and roadmap decisions. Develop and improve customer success processes that increase team efficiency, strengthen customer outcomes, and support scalable growth. Mentor fellow Customer Success Managers by sharing best practices in account planning, executive engagement, renewal management, and escalation handling. Use modern CRM, customer success, and AI-enabled tools to monitor sentiment, analyze account health, and improve customer engagement. Requirements: 5–10+ years of experience in Customer Success, SaaS, Technical Account Management, or a comparable client-facing role, with a strong track record managing complex enterprise accounts. Strong technical aptitude, ideally including knowledge of networking concepts, Wi-Fi infrastructure, network topology, or broader IT environments. Demonstrated success driving customer retention, relationship development, product adoption, and account growth within enterprise portfolios. Strong business and financial acumen, with the ability to connect product usage, customer outcomes, revenue growth, and ROI. Executive-level communication skills and presence, with experience leading QBRs and communicating technical concepts clearly to Director-, VP-, and C-suite stakeholders. Proven ownership of renewal forecasting, customer health scoring, churn prevention, and risk management. Experience working with CRM and Customer Success platforms such as HubSpot or Zendesk, as well as modern AI tools for sentiment analysis and customer health tracking. Strong analytical, organizational, problem-solving, and attention-to-detail skills.