Senior Customer Success Manager

About the Job

The Senior Customer Success Manager is the strategic anchor of the customer relationship — responsible for driving adoption, value realization, and proactive retention across a portfolio of accounts. You will serve as a trusted advisor to customers, ensuring they achieve measurable business outcomes while identifying and mitigating risk before it ever reaches the commercial layer.

This role is built for someone who is proactive by nature, operationally disciplined, and energized by building customer relationships at scale. You bring a project management mindset, a bias toward data-driven action, and the executive presence to influence outcomes at every level of the customer organization.

This role offers both a remote and hybrid option. Employees located within 30 miles of Plano TX, are required to be in-office Tuesday through Thursday each week.

If remote, Ideally, candidates will sit in the following states: AL, AZ, CA, CO, DC, DE, FL, GA, ID, IL, LA, MI, MA, MO, NC, NH, NJ, NV, NY, PA, OR, OH, RI, SC, TX, UT, VA, WA, WI.

 

What You'll Do

Customer Adoption & Value Realization

- Drive customer onboarding, product adoption, and ongoing engagement across your portfolio

- Align product value to customer business outcomes, ensuring customers realize measurable ROI

- Lead strategic business reviews and customer success planning sessions

- Deliver proactive recommendations and best practices that improve customer outcomes

Proactive Risk Management

- Monitor customer health, product usage, and engagement trends to identify churn risk early

- Execute mitigation strategies and success playbooks for at-risk accounts

- Partner with Account Management on save motions, retention plans, and renewal strategies

Customer Engagement

- Build trusted relationships with customer stakeholders at all levels of the organization

- Serve as the primary strategic advisor for product adoption and operational best practices

- Execute proactiv...