Senior Customer Success Manager

Responsibilities

• Strategic Portfolio Ownership: Proactively manage a highly diverse and complex book of North American Enterprise accounts, serving as their strategic partner, executive liaison, and primary advocate.
• Build Stakeholder Relationships: Establish a multi-layered relationship structure - including Centers of Excellence - connecting with administrators, day-to-day champions, and executive-level sponsors (VPs, C-suite).
• Co-Create Success Plans & Workflows
• Build scalable and highly digestible Success Plans that capture the client's transformational vision and a measurable roadmap to build it out.
• Play Offense: Actively hunt for expansion paths within your portfolio. You will not wait for renewals to talk about growth; instead, you will proactively identify new teams to land, pitch advanced AI use cases, and systematically build a high-velocity expansion pipeline in lockstep with Sales.
• Commercial Growth & Retention: Meet individual Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets by proactively identifying expansion opportunities, mapping customer growth plans, and mitigating churn risks early.
• Operational Excellence: You will continuously iterate on processes, develop new workflow playbooks, and share documented learnings across the broader organization.

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