Senior Customer Success Manager

Role Overview

Cascade AI is hiring a Senior Customer Success Manager to own renewals, expansion, and strategic account growth across our existing customer base.

This is a commercially oriented role. You will manage a portfolio of accounts, drive adoption, run QBRs, map stakeholders, and identify expansion opportunities across new departments and workflows.

You are not responsible for implementation – that function is owned separately. Your focus is revenue retention and growth within existing logos.

This is not a support or onboarding role.

This is a revenue-carrying account ownership role focused on:

• Re-selling into the same organization
• Expanding into new departments (HR → IT, Legal, Finance)
• Strengthening executive relationships
• Driving renewal confidence

You will operate as the commercial owner of your accounts post-sale.

• Manage renewal timelines and negotiation strategy
• Identify risks early and create mitigation plans
• Ensure customers clearly understand value delivered
• Forecast accurately and maintain strong renewal hygiene

• Map accounts across departments and stakeholder groups
• Identify new workflow and use-case expansion opportunities
• Position Cascade’s value to new executive buyers
• Partner with AEs where appropriate to close larger expansions

Expansion at Cascade often means entering new departments, not just increasing seat counts. This requires strategic navigation and commercial skill.

• Run structured Quarterly Business Reviews
• Anchor discussions in value, ROI, adoption, and roadmap alignment
• Build relationships beyond day-to-day users
• Multi-thread across HR, IT, Finance, Legal, and other stakeholders

• Monitor usage and engagement data
• Recommend actions to improve adoption and workflow integration
• Work closely with Implementation to ensure time-to-value
• Identify and qualify expansion signals within accounts

For each account, you will maintain:

• Executive stakeholder map
• Expansion pathways
• Risk assessment and mitigation plan
• Quarterly action plan

• Where growth will come from
• What risks exist
• What next steps are required

You will work closely with:

• CEO, Sales, and Marketing (for larger expansions or joint selling motions)
• CS Implementation for onboarding and complex rollout support
• Product & Engineering to communicate strategic customer feedback

This role requires influence without formal authority.

• 5+ years in Account Management, Strategic CSM, or post-sale revenue roles
• Experience owning renewals and expansion quotas
• Comfortable navigating enterprise stakeholders
• Strong account mapping and multi-threading skills
• Confident running executive-level conversations
• Commercially minded and revenue-oriented

• Experience selling across departments within the same organization
• Experience in B2B SaaS, HR tech, IT systems, or enterprise AI

• 3+ years of work experience with Renewals
• Working in an onsite setting
• 4+ years of work experience with B2B Software
• Average deal size in US Dollar
• 3+ years of work experience with Expansions