Senior Customer Success Manager

About the Role

This is not a high-volume Customer Success role. You'll own a focused portfolio of complex mid-market and enterprise customers where success is built through strategic partnerships, executive relationships, and hands-on collaboration.

You'll work with leaders across Learning & Development, HR, Compliance, IT, and Operations to design successful learning programs, guide implementation and adoption strategies, deliver administrator training, facilitate customer workshops, and advise on best practices. You'll also partner with customers on how they train and enable their own employees, partners, franchisees, and external audiences, helping them translate business goals into effective learning experiences on the Continu platform.

Whether you're leading an executive business review, helping a global organization launch a compliance program, advising on a customer education strategy, or training administrators on new platform capabilities, you'll play an active role in ensuring customers achieve measurable business outcomes.

Your portfolio will include organizations ranging from high-growth companies to global enterprises with thousands of employees across multiple regions, brands, and business units. As a trusted advisor, you'll own the long-term health of these relationships, driving adoption, retention, renewals, and expansion while partnering closely with Product, Engineering, and Sales to continually improve the customer experience.

• Own the full post-sale lifecycle for a portfolio of mid-market and enterprise customers

• Serve as a strategic advisor, aligning learning initiatives to customer business goals and measurable outcomes

• Partner with customers to design learning strategies and enable employees, partners, customers, and other learner audiences through Continu

• Deliver administrator training, customer workshops, and executive business reviews that drive adoption and long‑term success

• Build trusted relationships with stakeholders across Learning & Development, HR, Compliance, IT, Operations, and executive leadership

• Develop and execute account plans that increase adoption, retention, expansion, and customer value

• Lead renewal and expansion conversations, including commercial discussions, pricing, and executive alignment

• Proactively identify risks, remove adoption barriers, and develop success plans that reduce churn

• Act as the voice of the customer, partnering closely with Product, Engineering, Sales, and Support to influence product direction and improve the customer experience

• 5+ years of experience owning commercial renewals and expansion within a B2B SaaS Customer Success organization

• A proven track record of retaining and growing strategic accounts, including winning competitive renewals where customers had meaningful alternatives

• Experience managing complex mid‑market and enterprise customers with multiple stakeholders, business units, and executive sponsors

• Strong commercial acumen with the ability to lead or partner on renewal, pricing, and expansion conversations

• A bias toward execution. You don't just build account plans, you turn them into measurable customer outcomes

• Exceptional communication and follow‑through. Customers and teammates know they can rely on you to keep momentum moving

• Experience using modern Customer Success platforms such as Planhat, Gainsight, Salesforce or similar, with AI as a natural part of your daily workflow

• Experience in enterprise learning, customer education, HR technology, LMS, or adjacent SaaS platforms is a plus

• Base Salary: $130,000

• OTE: $165,000 (variable tied to retention and expansion)

• Meaningful equity participation

• Medical, dental, and vision insurance

• Generous PTO and paid holidays

• Hybrid work model in our NYC Hudson Square office