Senior Customer Success Manager - SaaS (Enterprise)This is a senior, revenue-focused role for someone who can manage a high volume of accounts, lead renewals, and consistently identify and close expansion opportunities.
Position OverviewAs a Senior Customer Success Manager, you will own a portfolio of strategic enterprise and high-growth customers, driving long-term partnerships and measurable business outcomes. Acting as both a trusted advisor and commercial owner, you will be responsible for protecting and growing recurring revenue through renewals, expansion, and executive relationship management. Success in this role requires a strong business mindset, consultative approach, and the ability to influence stakeholders while delivering exceptional customer value.
Responsibilities- Own a portfolio of enterprise and strategic accounts with full responsibility for retention, renewal, and expansion revenue.
- Develop trusted relationships with executive stakeholders and become a strategic advisor on shipping, e-commerce, and operational initiatives.
- Create and execute customer success plans aligned to customer business objectives, KPIs, and measurable ROI.
- Drive product adoption, customer maturity, and long-term value realization through strategic account planning and executive business reviews.
- Lead the renewal process, proactively managing customer health, forecasting outcomes, and mitigating churn risk well in advance of contract expiration.
- Identify, develop, and close expansion opportunities through consultative, value-based selling and cross-functional collaboration with Sales.
- Own a revenue target and consistently achieve retention and expansion goals across your book of business.
- Conduct regular account planning to identify growth opportunities, competitive threats, and executive engagement strategies.
- Partner with Product, Support, and Engineering to advocate for customer needs and ensure successful execution of strategic initiatives.
- Maintain accurate account forecasts, pipeline, and customer health metrics within CRM and customer success platforms.
Qualifications- 5+ years of experience managing enterprise or strategic customer accounts in a B2B SaaS Customer Success or Account Management role.
- Demonstrated success owning a multi-million-dollar book of business with responsibility for renewals, expansion, and revenue growth.
- Proven ability to build and maintain executive-level relationships across complex customer organizations.
- Strong commercial acumen with experience carrying or influencing retention and expansion quotas.
- Experience conducting executive business reviews, account planning, and strategic customer engagements.
- Ability to identify customer risk early and execute proactive retention strategies that protect recurring revenue.
- Excellent business and financial acumen with the ability to articulate ROI and business value to executive stakeholders.
- Exceptional communication, negotiation, and presentation skills with strong executive presence.
- Highly organized, self-motivated, and comfortable managing multiple enterprise accounts in a fast-paced environment.
- Experience in e-commerce, shipping, logistics, or supply chain technology is strongly preferred.
Benefits and Perks:
- Collaborate with a motivated team, directly tying your results to organizational success
- 22 days of PTO plus public holidays
- 401k Match
- Medical, Dental, and Vision Insurance
- Maternity and Paternity Leave
- This is a hybrid, full-time position working out of our Austin, TX office in the Arboretum Area
- Compensation is based on experience
