Senior Customer Success Manager

Take ownership of the post-sales customer experience for enterprise clients using innovative AI-powered solutions. As a Senior Customer Success Manager, you will manage strategic accounts and complex projects, ensuring customers achieve measurable value throughout onboarding, adoption, and long-term engagement. You will serve as a trusted advisor to executive stakeholders while leading project managers and coordinators responsible for successful delivery. Working across Sales, Product, Engineering, Data Science, and Data Operations, you will connect customer needs with business objectives and technical capabilities. You will also drive renewals, account expansion, and revenue retention while identifying opportunities to strengthen customer relationships. This role offers the opportunity to combine strategic account management, team leadership, analytical problem-solving, and commercial ownership in a fast-growing technology environment.

As a Senior Customer Success Manager, you will oversee enterprise customer relationships, lead project delivery teams, and develop strategies that improve customer outcomes, retention, and account growth. Your responsibilities will include:

The ideal candidate combines enterprise customer success experience with strong commercial awareness, analytical thinking, and the ability to lead complex projects and customer relationships. The following qualifications and capabilities are expected:

• 2–3 years of hands-on experience as a Customer Success Manager in a B2B enterprise SaaS environment, with direct customer-facing and project management responsibilities.

• A demonstrated record of managing renewal, retention, or expansion targets and delivering measurable results.

• Proven ability to build and maintain relationships with executive decision-makers and navigate complex, multi-stakeholder organizations.

• Strong understanding of customer success metrics, including product adoption, customer retention, net revenue retention (NRR), and forecast accuracy.

• Excellent analytical skills and a data-driven approach to identifying trends, evaluating account performance, and developing actionable strategies.

• Mandatory proficiency in Microsoft Excel; working knowledge of SQL is an advantage.

• Excellent written and verbal communication skills, including the ability to manage difficult conversations, communicate complex information clearly, and remain composed in challenging situations.

• Strong commercial acumen and the ability to balance customer needs with business objectives.

• Excellent organizational and prioritization skills, with the ability to manage multiple complex customer relationships and project timelines simultaneously.

• A high level of ownership, initiative, accountability, and execution discipline in a fast-paced environment.

The following qualifications and experience would be advantageous:

• A background in business consulting or client success.

• An MBA from a leading institution or equivalent experience in a startup leadership role.

• Experience working in cross-functional, high-velocity technology or AI-driven teams.

• Familiarity with scaled or pooled account management models.