Senior Customer Success Manager

We're looking for a seasoned Senior Customer Success Manager to own and deepen client relationships. This is not an entry-level role; we want someone who has been in the trenches, navigated complex accounts, driven measurable retention and expansion outcomes, and knows how to influence service direction through the voice of the customer. You'll operate with a high degree of autonomy, bring structure to ambiguity, and set the bar for CS excellence across the team.

• 5+ years in Customer Success, Account Management, or a related client-facing role, ideally in service-delivery, or SaaS environment.
• Demonstrated track record of hitting or exceeding retention and expansion targets across a complex portfolio.
• Comfortable engaging with C-suite and VP-level stakeholders and able to navigate complex organizational dynamics.
• Strong analytical instincts — you use data to tell a story, spot risk early, and build compelling business cases for renewal and expansion.
• Highly organized and self-directed — you don't wait to be told what to do. You proactively own your portfolio and hold yourself accountable to outcomes.
• Proficiency with CS platforms and CRM tools (e.g., Gorgias, GHL, Hub Spot) and the ability to help shape how the team uses them.
• Natural leadership qualities — you mentor peers, contribute to team playbooks, and raise the collective standard of the CS org.
• Great written and oral communication, as well as a neutral accent.

A background in sales or business development is a strong plus, especially if you've closed expansion business alongside a sales partner. We value people who understand how the full revenue motion works.

At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.

• Manage and grow a book of high-value accounts from onboarding throughout the client's life cycle, serving as the primary executive point of contact and trusted advisor.
• Proactively identify risk signals, develop mitigation plans, and uncover upsell and cross-sell opportunities, owning outcomes against NRR targets.
• Set clients up for long-term success with structured onboarding programs, clear milestones, and hands-on support during the critical early stages.
• Act as a feedback loop between clients and internal teams, advocating for customer needs and influencing the roadmap.
• Analyze usage, health scores, and engagement metrics to build proactive success plans and present QBRs that demonstrate clear value to stakeholders.

• Will be working Mondays-Fridays between 7 am and 6 pm EST.
• Quarterly Incentive Bonus.

• A reliable computer (preferably younger than 3 years) and a stable high-speed internet connection.
• Experience working with CS platforms and CRM tools (e.g., Gorgias, GHL, Hub Spot).
• A quiet, cozy workspace to handle calls and chats like a pro.