Senior Customer Success Manager - Boston

Own post-sale relationships across a portfolio of enterprise customers, guiding each account from onboarding and product adoption through renewal and potential expansion. The role combines strategic account partnership with hands‑on renewal ownership, using customer outcomes and product usage to support retention and growth. It is based in the Boston area and may involve travel within the territory.

• Serve as the main post-sale contact and build relationships with technical teams and executive stakeholders.
• Set customer‑specific success measures, monitor product adoption, and address signs of low usage.
• Lead regular account check‑ins and business reviews that connect adoption and product value to customer goals.
• Manage renewals end to end, from long‑range planning and health reviews through proposals, negotiation, legal coordination, and close.
• Maintain renewal forecasts and account health records, and promptly elevate accounts at risk with a recovery plan.
• Identify expansion opportunities and work with sales partners on proposals and evaluations.
• Share customer feedback with product teams, communicate roadmap updates, and support customer references when appropriate.

• At least eight years of experience in customer success, account management, or a related post‑sale role in enterprise B2B software.
• Demonstrated responsibility for renewal cycles, including negotiations, legal coordination, and recurring revenue outcomes.
• Experience managing complex enterprise accounts and building relationships across technical and business groups.
• Confidence presenting account reviews to VP‑ and C‑level audiences.
• Proficiency with Salesforce for pipeline management, activity records, and forecasting.
• Ability to interpret product adoption data and explain its relevance to customer goals.
• Strong communication, organization, and follow‑through.

• Background in network management, IT operations, infrastructure software, observability, or network automation.
• Familiarity with Gainsight or a similar customer success platform.
• Experience coordinating contract terms with legal and finance teams; a record of strong retention and expansion results.
• Willingness to travel up to 20% within the territory.

The listing gives an estimated on‑target earnings range of $110,000–$135,000 and mentions medical, dental, and 401(k) benefits. The role is associated with the Boston area; travel may be required.