Senior Customer Success Manager

Overview

Senior Customer Success Manager Finda is the market leader in resourcing optimization using advanced AI. We help global professional services firms deploy the right talent at the right time, unlocking millions in operational efficiencies while improving delivery, driving utilisation, all the while taking into account employee preferences which in turn drives employee retention.

We are seeking a highly motivated, seasoned, and strategic Senior Customer Success Manager to serve as a founding pillar of our new Customer Success function. This is a senior individual contributor role designed for an experienced professional who thrives on managing high-value, complex relationships while simultaneously helping to define the "Pro Finda Way" of customer success.

You will actively manage a portfolio of our most strategic accounts, transitioning them from sales-led relationships to long-term value partnerships. As one of the first roles in this function, you will play a pivotal part in establishing our engagement playbooks, health metrics, and retention strategies, setting the standard for future team members.

• A Trusted Advisor:
  You have the gravitas to engage with senior customer stakeholders and Directors, including large enterprises, moving beyond "vendor" status to become a strategic partner.
• A Builder:
  You are comfortable with ambiguity and excited by the prospect of building processes (QBRs, Success Plans, Health Dashboards) from scratch rather than just following them.
• Commercially Astute:
  While focused on our customer’s successful product adoption, you also understand the mechanics of retention, upsell and can identify growth opportunities and foster these through to final negotiation stages.
• Collaborative:
  You effectively bridge the gap between Sales, Delivery, Enablement, and Product to advocate for the customer.

• Own the Strategic Relationship:
  Serve as the core relationship owner for a defined book of high-value accounts. You will move beyond day-to-day tactical support (owned by other supporting teams) to focus on strategic alignment, value realization, and long-term goals.
• Drive Retention & Expansion:
  Take ownership of the contract renewal strategy, beginning discussions 90-120 days out. You will proactively identify and qualify upsell/cross-sell opportunities, handing qualified leads to Sales Managers for commercial closure.
• Establish CS Best Practices:
  Help design and scale a repeatable, best-in-class Customer Success function. This includes defining the structure for Quarterly Business Reviews (QBRs), creating standard Success Plans, and establishing baseline client health metrics.
• Monitor Account Health:
  Develop and maintain a "Client Health Dashboard," tracking license saturation, utilization metrics, and risk factors to proactively identify churn risks before they escalate.
• Facilitate Value Realization:
  Work closely with the Enablement team to diagnose adoption challenges and ensure customers are achieving their defined business outcomes.
• Voice of the Customer (VoC):
  In close collaboration with the Enablement Leads, act as the strategic conduit between the customer and our Product team, filtering feature requests through a lens of business impact and strategy rather than just volume.
• Forecasting & Governance:
  Provide accurate revenue forecasts and 6-month outlooks to leadership, ensuring visibility into the health and growth potential of your portfolio.

• Senior
  
  Experience:
  
  7+ years of experience in Account Management, Customer Success, or Consulting, specifically within the SaaS or B2B technology space.
• Enterprise DNA:
  Proven track record of managing large, complex enterprise accounts (e.g., Big 4, Global Consultancies) and navigating matrixed stakeholder maps.
• Commercial Fluency:
  Experience owning retention targets and identifying expansion revenue. You understand the difference between "customer happiness" and "customer value."
• Process Design:
  Ability to create and document new workflows (e.g., "How we do QBRs," "How we measure health") without needing a pre-existing playbook.
• Cross-Functional Leadership:
  Ability…