Senior Customer Success Manager in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Customer Success Manager based in the United States.

This is a strategic customer success leadership opportunity focused on complex, high-value enterprise accounts within a fast-moving SaaS environment. You will act as a trusted advisor to senior customer stakeholders, helping them achieve measurable business outcomes and maximize return on investment. The role combines relationship management, renewal strategy, product adoption, account expansion, and technical problem-solving. You will own multi-year success plans, lead executive-level business reviews, and proactively manage customer health and retention risks. Working closely with Sales, Product, Support, Engineering, and Implementation, you will influence both customer outcomes and internal processes. You will also mentor fellow CSMs and help establish best practices across the broader customer success organization.

• Own strategic account planning for a portfolio of complex enterprise customers, developing and executing multi-year success plans connected to measurable business outcomes and ROI.
• Build trusted-advisor relationships with Director-, VP-, and C-level stakeholders by understanding their objectives and aligning solutions with broader business priorities.
• Manage the renewal lifecycle end to end, including forecasting, health scores, usage trends, risk identification, and proactive churn mitigation.
• Analyze customer satisfaction data, KPIs, adoption metrics, and account health indicators to identify opportunities and risks.
• Identify expansion opportunities by uncovering underutilized capabilities and increasing product adoption, while partnering with Sales on upsell and cross-sell initiatives.
• Serve as the primary escalation point for at-risk or highly complex accounts, coordinating internal resources and implementing recovery strategies.
• Lead Quarterly Business Reviews that demonstrate customer value, assess strategic alignment, and identify optimization and growth opportunities.
• Collaborate with Product, Support, Engineering, Sales, and Implementation teams to resolve customer challenges, improve service delivery, and advocate for customer needs.
• Champion customer feedback and ensure insights are communicated effectively to inform product improvements, service enhancements, and roadmap decisions.
• Develop and improve customer success processes that increase team efficiency, strengthen customer outcomes, and support scalable growth.
• Mentor fellow Customer Success Managers by sharing best practices in account planning, executive engagement, renewal management, and escalation handling.
• Use modern CRM, customer success, and AI-enabled tools to monitor sentiment, analyze account health, and improve customer engagement.

Requirements:

• 5–10+ years of experience in Customer Success, SaaS, Technical Account Management, or a comparable client-facing role, with a strong track record managing complex enterprise accounts.
• Strong technical aptitude, ideally including knowledge of networking concepts, Wi-Fi infrastructure, network topology, or broader IT environments.
• Demonstrated success driving customer retention, relationship development, product adoption, and account growth within enterprise portfolios.
• Strong business and financial acumen, with the ability to connect product usage, customer outcomes, revenue growth, and ROI.
• Executive-level communication skills and presence, with experience leading QBRs and communicating technical concepts clearly to Director-, VP-, and C-suite stakeholders.
• Proven ownership of renewal forecasting, customer health scoring, churn prevention, and risk management.
• Experience working with CRM and Customer Success platforms such as HubSpot or Zendesk, as well as modern AI tools for sentiment analysis and customer health tracking.
• Strong analytical, organizational, problem-solving, and attention-to-detail skills.
• Ability to manage multiple priorities across a diverse and highly complex enterprise customer portfolio in a fast-paced environment.
• Comfortable collaborating across global time zones and working with geographically distributed teams.
• Experience with enterprise customers in hospitality, MDU, or similar service-driven industries is a plus.
• Prior experience mentoring or informally leading other CSMs is strongly preferred.
• A bachelor’s degree or equivalent combination of professional experience and certifications is preferred.
• Willingness to travel occasionally for company meetings or customer onsite engagements.
• Must be based in the United States and legally authorized to work for a U.S. employer without sponsorship.

Benefits:

• Base salary of $130,000 USD.
• Comprehensive medical, dental, and vision coverage.
• 401(k) retirement plan.
• Flexible Balanced Time Off policy with no fixed number of vacation days.
• 11 paid company holidays.
• Company-wide end-of-year holiday break.
• Fully remote work environment.
• Opportunity to work with enterprise customers and cross-functional teams across a dynamic SaaS environment.
• Opportunities to mentor peers and contribute to the development of customer success practices and processes.
• Inclusive workplace with equal employment opportunities and support for reasonable accommodations.