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Senior Customer Success Manager
Culture AmpEmployee Experience company
Chicago, United StatesSenior
Salesforce Ventures
Felicis Ventures
Index Ventures
Sequoia Capital China
TDM Growth Partners
Blackbird Ventures
Sales & Account Management
About the role
TL;DR
Support Enterprise customers through strategic partnership and proactive risk management.
- •Join us in creating a better world of work.
- •We’re seeking a Senior Customer Success Manager to support our Enterprise customers through strategic partnership, proactive risk management, and value-led customer success.
- •Key Responsibilities Own a unique Enterprise scaled portfolio: Manage 70-85 single product Enterprise customers totalling $3.5M ARR, with accountability for retention, adoption, expansion, and clear book ownership.
- •Operate within the GTM pod model: Partner closely with Sales, Renewal Managers, and pod leaders in a co-led Sales and CX model that owns the full customer revenue lifecycle across adopt, expand, and renew.
- •Drive commercial outcomes: Manage GRR and NRR through bi-annual Executive Strategy Reviews, adoption planning, proactive risk management, and CSQL creation.
- •Lead strategic customer conversations: Connect customer priorities to measurable business value, strengthen executive relationships (CHROs, CPOs, etc.), and validate renewal intent.
- •Leverage automated plays: Use digitally-led customer experience (DLCX) motions, automation, and one-to-many outreach to increase adoption, surface opportunity and risk, and create consistency across your book.
- •Requirements Experience managing Enterprise or scaled B2B SaaS portfolios, with a strong understanding of strategic customer success in a scaled model.
- •A track record of owning GRR and NRR while balancing customer outcomes with commercial accountability.
- •Strong executive communication skills and the ability to lead data-informed, value-based conversations.
- •A proactive approach to risk management, strong customer and product curiosity, and sound judgment in high-stakes situations.
- •The ability to collaborate effectively across functions and operate with high accountability in a pod-based model.
- •Comfort using AI as a practical tool to synthesize information, improve prioritization, and increase the quality and consistency of customer engagement.
Required skills
Customer SuccessRisk Management