Senior Customer Success Manager

1 week ago

Boston, Massachusetts, United States Agency Cybersecurity Full time $80,000 - $90,000

Location: 100% On-Site in Backbay, Boston

Position Type: Salaried, Full Time

Experience Level: 10+ years in SaaS Customer Service, Success or Professional Services Leadership

Compensation: $80,000 - $90,000/year

About the Role

We're seeking a seasoned Senior Customer Success Manager (CSM) to lead strategic relationships with high-value SaaS and compliance clients. You'll act as a trusted advisor, owning the end-to-end customer lifecycle — from onboarding to renewal and expansion — while ensuring every engagement delivers measurable business outcomes and an exceptional client experience.

This is a hands-on, in-person role based out of one of our hub offices (Richmond, NYC, or Boston). You'll collaborate closely with technical, compliance, and operations teams to drive adoption, retention, and growth across our enterprise customer base.

Key Responsibilities

  • Own the Customer Relationship: Serve as the senior point of contact for strategic accounts, managing executive relationships and ensuring satisfaction across all levels.
  • Drive Business Outcomes: Understand customer goals, KPIs, and success metrics — translating them into actionable success plans that align with our platform and services.
  • Strategic Account Management: Lead renewal and expansion discussions, identify growth opportunities, and partner with Sales and Delivery teams on upsell motions.
  • Operational Excellence: Ensure seamless onboarding, timely project delivery, and proactive communication across internal and external stakeholders.
  • Advocate for the Customer: Act as the internal voice of the customer — driving product feedback, service improvement, and client-driven innovation.
  • Mentor and Lead: Provide guidance and coaching to junior CSMs and professional service managers to elevate customer experience across the organization.

Qualifications

  • 10+ years in SaaS or technology-driven Customer Success, Account Management, or Professional Services roles.
  • Proven track record of managing enterprise or high-growth startup accounts with complex technical implementations or compliance programs.
  • Deep understanding of SaaS business models, B2B customer lifecycles, and value realization frameworks.
  • Strong organizational and communication skills, with executive-level presence.
  • Experience working cross-functionally with technical, security, or compliance teams preferred.
  • Bachelor's degree required; advanced degree or relevant certifications (e.g., PMP, CSM, SuccessHacker, ITIL) a plus.
  • This role is 100% on-site.

What We Offer:

  • 10 PTO days + 11 paid federal holidays
  • 401(k) with 4% match
  • Monthly healthcare stipend
  • Gym membership stipend
  • Frequent team lunches, events, and career coaching
  • Fast-paced environment with real ownership from Day 1

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