Senior Customer Success Manager, Commercial

Required

• 3-6 years of experience in Customer Success or Account Management within SaaS, ideally with 2 years directly tied to revenue outcomes.
• Proven ability to manage 70-80+ diverse Mid‐Market accounts, driving adoption, retention, and expansion with clear, measurable outcomes.
• Drive multi-threaded and executive-level relationships and exercise strategic influence to drive customer commitment to new initiatives, product adoption, and renewal decisions.
• Strategic Risk Identification & Churn Mitigation: Proven track record of identifying and reversing “at-risk” accounts by using data-driven signals and value realignment to secure long-term commitment.
• Data storytelling: you can translate usage data, benchmarks, and people insights into clear narratives and recommended actions tied to business outcomes.
• Excellent expectation‐setting, conflict management, and escalation handling; you’re comfortable resetting and aligning on a path forward.
• Disciplined systems hygiene and portfolio management; you keep systems of record current and communicate status, risks, and next steps.
• Collaborative, deeply curious and have ownership mindset with demonstrated success working cross‐functionally to mitigate risk and drive growth.
• Consultative, empathetic, and persuasive—able to tailor your message from admins to executives and inspire action.
• Proficiency in using AI tools to accelerate workflow, analyze customer sentiment, and scale personalized outreach across a large book of business
• Specific experience driving improvements across CS teams tied to team and customer outcomes.
• For this role, the estimated On Target Earnings (OTE) range is listed below. In addition to your OTE salary, your compensation package will include additional components such as equity and benefits.