Senior Customer Success Manager, Strategic

Americas Remotefull time

Remote

senior

H1B: no

Customerio The Senior Customer Success Manager, Strategic manages relationships with large customers to drive onboarding, adoption, and renewal. This role links platform use to business outcomes and partners with internal teams to maximize customer value.

Responsibilities

Manage a book of roughly 20 to 35 Strategic customers, each above $100k in ARR, guiding them through onboarding, adoption, and long-term success
Link platform use to measurable business outcomes, and track results such as renewal rate and growth dollars across your book
Partner with Account Managers to spot and qualify expansion opportunities, shape renewal strategy, and keep customer value aligned with revenue goals
Lead quarterly and executive business reviews, including onsite EBRs, and build mutual success plans with senior stakeholders
Build relationships with several stakeholders in each account, including leaders above the day-to-day decision maker
Read account risk closely, dig into the signals, and decide on the best next steps, including managing escalations
Talk through technical needs with users, then raise the conversation to strategic impact with executive sponsors and give recommendations that keep customers renewing year after year
Act as a bridge between Customer Success, Technical Support, Product, and Engineering, advocating for customers and bringing fresh perspectives to the CS org

Qualification

Based in the UStrategicComfort with APIsInfluence across teamsBackground in martechSpanish language skillsExperience running client onsites

Required

Based in the U.S. or Canada, and open to travel
5+ years of enterprise CSM experience in SaaS, managing complex, strategic accounts
Hands-on commercial involvement in renewals, upsell, or expansion, with a clear grasp of gross retention and expansion drivers
Strategic, consultative skills: you can tie platform usage to business value and present that impact to executives through EBRs and partnership reviews
Comfort with APIs, integrations, and data models, enough to problem-solve at a high level without handing off every technical question
Influence across teams, with a track record of getting colleagues to focus on customer needs
Enthusiasm for AI and the urgency to keep learning new functionality as it ships

Preferred

Background in martech, CDPs, or messaging platforms
Spanish language skills
Experience running client onsites

Benefits

Dental
Vision
PTO
Equity/RSU
Parental Leave
Wellness

Company

Customerio

View company page

Source: greenhouse

Active within the past hour

Remote-friendly

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