We're looking for a strategic and relationship-driven Senior Customer Success leader to join our team and guide some of ChurnZero's largest and prestigious customers. In this role, you'll serve as a trusted business advisor to executive stakeholders, drive long-term customer outcomes, and shape renewal and expansion strategies that deliver mutual value. You'll use data, product expertise, and cross-functional collaboration to strengthen adoption, mitigate risk, and promote sustained success across the entire customer journey. If you excel at building high-impact partnerships and creating meaningful customer value and growth, we'd love to hear from you.
Job Title: Senior Customer Success Manager
Classification: Exempt
Reports to: Manager, Customer Success
Location: Remote - US-based
Target OTE: $115 -125K annual OTE
Responsibilities:- Manage and grow relationships with a portfolio of large and complex accounts by acting as the customer's strategic business advisor
- Deduct key objectives and recommend action plans that promote joint accountability and long-term success across the entire customer journey
- Establish long-term relationships with executive sponsors, POCs and other key stakeholders to drive outcomes that contribute to mutual success
- Develop complex renewal strategies and negotiations that aim to achieve mutual benefits for both the customer and for ChurnZero
- Build a strong pipeline of expansion opportunities by having value discussions within customers' CX teams as well as other business units
- Adopt a data-driven approach to increasing product adoption through various enablement strategies, technical product knowledge and thought-leadership
- Ensure customer satisfaction by proactively addressing any issues or concerns
- Collaborate with sales and other teams to drive revenue growth
- Accurately and consistently forecast individual commercial performance and provide regular reports on account performance and customer feedback
- Strategic use of tools/processes to proactively anticipate and mitigate churn-risk or other obstacles that contribute to the customer's success
- Actively participate in the ChurnZero customer community as well as attend/host local ChurnZero events
Qualifications:- Minimum of 7 years proven experience in customer success or account management
- Experience with CSPs (strong preference for ChurnZero) and CRMs (Salesforce, Hubspot, etc)
- Ability to use time productively and efficiently using the tools and resources available
- Strong communication and negotiation skills
- Ability to think strategically and identify revenue growth opportunities
- Energetic and self-motivated; a team player who is also a proactive and creative problem solver
- Ability to work independently and manage a large portfolio of large accounts
- Bachelor's degree or equivalent experience in a related field
