Senior Customer Success Manager

About the Job

The Senior Customer Success Manager is the strategic anchor of the customer relationship — responsible for driving adoption, value realization, and proactive retention across a portfolio of accounts. You will serve as a trusted advisor to customers, ensuring they achieve measurable business outcomes while identifying and mitigating risk before it ever reaches the commercial layer.

This role is built for someone who is proactive by nature, operationally disciplined, and energized by building customer relationships  bring a project management mindset, a bias toward data‑driven action, and the executive presence to influence outcomes at every level of the customer organization.

This role offers both a remote and hybrid option. Employees located within 30 miles of Plano TX are required to be in‑office Tuesday through Thursday each week.

If remote, ideally candidates will sit in the following states: AL, AZ, CA, CO, DC, DE, FL, GA, , IL, LA, MI, MA, MO, NC, NH, NJ, NV, NY, PA, OR, OH, RI, SC, TX, UT, VA, WA, WI.

• Drive customer onboarding, product adoption, and ongoing engagement across your portfolio
• Align product value to customer business outcomes, ensuring customers realize measurable ROI
• Lead strategic business reviews and customer success planning sessions
• Deliver proactive recommendations and best practices that improve customer outcomes

• Monitor customer health, product usage, and engagement trends to identify churn risk early
• Execute mitigation strategies and success playbooks for at‑risk accounts
• Partner with Account Management on save motions, retention plans, and renewal strategies

• Build trusted relationships with customer stakeholders at all levels of the organization
• Serve as the primary strategic advisor for product adoption and operational best practices
• Execute proactive engagement cadences and lifecycle strategies across your book of business

• Maintain accurate customer health data, account insights, and lifecycle tracking in Salesforce and CS platforms
• Execute customer success playbooks and engagement frameworks with consistency and discipline
• Leverage customer signals and usage data to prioritize action and drive outcomes at scale
• Contribute to scalable CS processes, programs, and operational improvements

• Identify customer growth opportunities through usage trends, business needs, and stakeholder conversations
• Partner with Account Management to surface and support expansion strategies
• Advocate for customer needs internally while balancing business objectives

• Spent 5–10+ years in Customer Success, Strategic Customer Management, or Account Management within SaaS
• Managed a portfolio of accounts with clear ownership of retention, adoption, and customer health outcomes
• Driven measurable reductions in churn and improvements in customer engagement and product adoption
• Built and maintained relationships with executive stakeholders across complex, strategic accounts
• Operated with high autonomy and discipline in a fast‑paced, high‑growth SaaS environment
• Used data and customer health signals to proactively identify risk and drive action

• Worked in Fintech, HRTech, Payroll, Benefits, or a PE‑backed SaaS environment
• Navigated segmented account models in a high‑growth SaaS organization
• Applied customer health scoring frameworks and digital engagement models at scale
• Used Salesforce and CS platforms such as Gainsight, Churn Zero, or Catalyst

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