Sr. Customer Success Manager

Position Overview

We are seeking an experienced and driven Senior Customer Success Manager to join our growing team. This role is perfect for someone with a strong background in technology or startups who thrives in fast-paced, scrappy environments, excels at building customer relationships, and has a proven track record of implementing scalable processes and procedures. You will serve as a trusted advisor to clients, ensuring they derive maximum value from our solutions, while driving retention, growth, and long-term satisfaction.

Key Responsibilities

Customer Success & Relationship Management

• Serve as the primary point of contact for assigned customers, ensuring their success and satisfaction with our products and services
• Build strong, long-term relationships with decision-makers and stakeholders across customer organizations
• Partner with customers to understand their business objectives and align product usage to meet those goals
• Proactively identify opportunities for customers to expand adoption of our solutions and drive value

Process Building & Operational Excellence

• Develop, document, and implement scalable processes, playbooks, and best practices to strengthen customer success operations
• Establish metrics and reporting to track customer health, usage, and outcomes
• Partner cross-functionally with Sales, Product, and Operations to improve onboarding, implementation, and long-term customer experience
• Continuously identify opportunities for process improvement and operational efficiency within the Customer Success function

Retention & Growth

• Drive customer retention by delivering exceptional experiences and outcomes
• Identify expansion opportunities in partnership with Sales and ensure seamless renewals
• Monitor and act on customer health scores and feedback to mitigate churn risk
• Lead quarterly business reviews (QBRs) with key accounts to showcase value and drive strategic alignment

Team Collaboration & Leadership

• Collaborate with leadership to shape the long-term vision and strategy of the Customer Success team
• Provide feedback to Product and Engineering teams based on customer insights to influence roadmap and prioritization

Required Qualifications

• Bachelor's degree in Business, Communications, or a related field
• 5–7 years of experience in Customer Success, Account Management, or related roles, preferably in technology or startups
• Proven success building and implementing scalable processes and procedures within Customer Success or similar functions
• Strong understanding of SaaS business models and customer lifecycle management
• Excellent communication, relationship-building, and presentation skills
• Experience working with CRM and Customer Success platforms (Salesforce, HubSpot, or similar)
• Demonstrated ability to analyze data, generate insights, and create action plans that drive results
• Must be based in Texas (Austin preferred) and able to work collaboratively with both remote and local teams, both within the US and globally

Preferred Qualifications

• Experience in high-growth startups or technology companies
• Familiarity with project management and implementation methodologies
• Comfort working in dynamic, fast-changing environments and wearing multiple hats

What We Offer

• Opportunity to work with a growing, innovative company
• Comprehensive training and ongoing professional development
• Collaborative and supportive team environment
• Clear career advancement opportunities
• Recognition programs
• Access to cutting-edge tools and technology
• Flexible work-from-home options

We are an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.