Senior Customer Success Manager

We are seeking a Senior Customer Success Manager to drive adoption, retention, and expansion across our customer base. This role combines strategic account ownership with operational execution, leveraging data, workflows, and AI-driven insights to deliver measurable customer outcomes.

You will work with customers whose teams are often busy and not highly technical, guiding them to fully integrate Jobba’s platform into their business processes. You will also play a key role in operationalizing Customer Success through our Customer Success Platform (CSP), Planhat, ensuring consistent, scalable delivery across onboarding, adoption, and ongoing success management.

As a Senior Customer Success Manager
, you will manage complex and high-value accounts while contributing to the development of scalable CS processes, playbooks, and AI-driven workflows that improve Net Revenue Retention (NRR) and customer experience.

• Lead the successful transition from sale to client, executing structured onboarding workflows aligned to standardized implementation frameworks.
• Drive customer outcomes through defined success plans, milestones, and measurable adoption KPIs.
• Leverage Planhat (CSP) to:
  • Manage customer health scoring, lifecycle stages, and risk signals
  • Execute automated workflows (onboarding, adoption, risk mitigation, expansion)
  • Maintain accurate customer data as a system of record
• Build trusted advisor relationships by understanding customer business models and aligning Jobba solutions to operational and financial outcomes.
• Proactively monitor usage, engagement, and sentiment data to identify churn risks and expansion opportunities early.
• Conduct data-driven Executive Business Reviews (EBRs) focused on value realization and ROI.
• Partner with Product and Support to close the feedback loop on feature requests, issues, and roadmap alignment.
• Support and influence expansion and upsell opportunities based on adoption patterns and customer maturity.
• Contribute to customer segmentation strategies (high-touch vs. scaled/AI-led engagement models).
• Develop and deliver training programs leveraging modern content delivery (LMS, video, knowledge base).
• Drive improvements in customer-facing processes, including onboarding standardization and adoption frameworks.
• Coach and mentor junior team members and contribute to a scalable CS operating model.
• Specific duties and responsibilities may be requested based on company need without changing the general nature and scope of the job or level of responsibility.

• 5–7 years of experience in Customer Success, Consulting, or SaaS implementation.
• Proven ability to drive adoption, retention, and expansion (NRR-focused) in a B2B SaaS environment.
• Experience working with a Customer Success Platform (CSP) such as Planhat (preferred), Gainsight, Totango, or similar.
• Strong data orientation with the ability to translate usage data, health scores, and customer signals into actionable insights.
• Ability to operate in both high-touch (strategic accounts) and scaled (process-driven / automated) CS models.
• Strong business acumen with the ability to connect product usage to customer ROI and operational outcomes.
• Excellent communication skills, including executive-level storytelling and consultative engagement.
• Technical aptitude to navigate tools such as Planhat, Zendesk, Jira, BI tools, and CRM systems.

• Experience implementing or operating within a Planhat-driven CS environment, including workflows, health scoring, and automation.
• Familiarity with AI-enabled Customer Success practices (predictive risk identification, automated playbooks, next‑best actions).
• Experience building or contributing to CS playbooks, success plans, and standardized onboarding frameworks.
• Knowledge of customer portals, LMS platforms, and scalable training delivery models.
• Construction, field service, or job management software experience.
• Background in process transformation or operational scaling within a CS organization.
• Experience working in environments transitioning from reactive to proactive/predictive Customer Success models.
• Experience operating in a Customer Success organization transitioning to…