Senior Enterprise Customer Success Manager

Since our founding, Service Objects has worked to be the data science company that puts people above all else. First, we created an amazing place to work and then we created products that make life better for everyone that uses them.

We are guided by focused core values, purposeful, and a high energy culture. Our mission is to provide our clients with tools so they can be sure every customer record in their system is as genuine, accurate, and up-to-date as it possibly can be.

We’ve been in the data science business for over 25 years: we’ve never taken VC and have been profitable since day one. We plan to double that success over the coming years with the release of new products that continue to reshape data science. This is your opportunity to bring your initiative to a growing team and build a career at a company with a legacy of creating products that reduce fraud and eliminate waste.

Senior Customer Success Manager

Service Objects is expanding our team with a Senior Customer Success Manager to lead our growing Customer Success department. Reporting directly to the CEO, you will manage a high-performing team of two direct reports and drive customer retention, renewals, upsells, and cross-sells. This leadership role combines strategic direction with hands-on execution, overseeing customer experience, developing scalable processes, and ensuring continuous improvement through customer feedback.

You will play a pivotal role in overseeing and enhancing the customer experience for our clients. You will be responsible for developing and executing customer service strategies that not only meet but exceed our customers' expectations. Your focus will be on continuous improvement, operational efficiency, and ensuring that customer feedback is utilized to refine service offerings across the organization.

• Design and Optimize Workflows:
  Create and implement support workflows, CRM best practices, and operational processes that scale across enterprise accounts.
• Strategic Leadership:
  Lead Quarterly Business Reviews (QBRs) with strategic accounts and establish a best-practices playbook to guide the team.
• Technology Enablement:
  Select, customize, and manage best-of-breed support software to improve service delivery.
• Reporting and Analytics:
  Design and publish operational reports (e.g., Movers and Shakers), develop customer service KPIs, and drive insights into churn and expansion.
• Change Management:
  Design workflows to support pricing and contract changes while maintaining customer satisfaction.
• Performance and
  
  Incentives:
  
  Develop and manage customer service bonus programs that align team incentives with organizational goals.
• Customer Advocacy:
  Act as a trusted advisor to customers, ensuring adoption, satisfaction, and growth.

• 10+ years of experience in customer service or customer care within a SaaS organization, with at least 3 years in a leadership or managerial role.
• Strong knowledge of customer service practices, KPIs, and customer experience management.
• Proven track record of driving renewals, expansion, and retention in enterprise accounts.
• Strong problem-solving skills with the ability to develop and implement effective strategies for continuous improvement in customer care processes.
• Experience in analyzing customer feedback and KPIs to identify trends, improve team performance, and optimize service quality.

That is a short intro to what we are looking for. First, you need to know if you’ll even like working with us. We started in 2001 and we haven’t taken any outside funding—we’re established, profitable, and in this for the long haul. We have one overarching requirement when it comes to joining our team: our
Core Values
have to really click with you.

If you’re smiling when you read our Core Values, you’ll probably fit right in here.

We live our core values every day, and we mean it when we say we provide a happy and healthy work experience. We have a team full of truly exceptional people… the kind you’ll be excited to work with.

We care deeply about employee wellness and benefits. You will receive a comprehensive leave and wellness benefit package,…