Senior Customer Success Manager

Required

• 3+ years of experience in a customer-facing role with accountability for retention and growth, such as customer success, account management, or renewals.
• Experience managing a book of enterprise customers and owning outcomes like GRR and NRR.
• Experience leading strategic conversations with senior stakeholders and translating product data into a story they act on.
• Experience partnering with Sales and Renewals teams to protect and grow revenue.
• Familiarity with customer success and CRM tools (e.g. Vitally, Salesforce, Gong). The specific stack is something we’ll teach you.
• Hands-on experience using AI tools in your day-to-day work, from preparing for customer conversations to spotting risk and summarising account context, and a habit of sharing what works with your team.
• Experience in HR tech, HCM, or adjacent SaaS is advantageous but not required.
• Commercially courageous. You lead the conversations others avoid, from pricing and contraction risk to expansion, and you treat GRR and NRR as yours.
• Sound in your judgement. You decide where your time creates the most value across a large book, and you’re comfortable setting realistic expectations with customers about what they will and won’t get.
• Diagnostically curious. You go past the stated request to the problem underneath, using layered questions to understand why adoption stalled and surfacing problems the customer hadn’t named.
• Proactive about risk. You read signals like a sponsor change, a usage dip, or a shift in tone, raise the risk early, and build a collaborative save plan you see through to the end.
• Influential through trust. You build relationships beyond a single champion, rally your wider team around the customer, and measure yourself by what your team wins together.