About the RoleCopado helps enterprises deliver Salesforce and cloud applications faster and with less risk. As a Sr Customer Success Manager, you own a portfolio of strategic enterprise accounts, drive adoption and measurable business outcomes, and act as a trusted advisor to customer executives and a revenue partner to Sales.
What You'll Do- Build and execute Success Plans tied to each customer's business goals, with clear milestones and measurable value
- Lead onsite and virtual CBRs with C-suite and senior leadership, presenting progress, ROI, and roadmap
- Monitor adoption and account health, and address risk early
- Partner with Account Executives to identify, qualify, and close upsell and cross-sell opportunities, and contribute to Net Revenue Retention (NRR) across your portfolio
- Stay informed on renewal timelines and risks, and align with Sales so renewals are supported by demonstrated value
- Know when to engage Technical Account Managers and Product, and build a business case (customer impact, revenue at stake, strategic fit) for how to partner
- Represent the customer's voice to the Product team with clear evidence and context
- Travel regularly to customer sites for CBRs, executive meetings, and relationship building
What We're Looking For- 7+ years in Customer Success, Account Management, or a similar customer-facing role in enterprise SaaS
- Industry experience in the Salesforce ecosystem, DevOps, or enterprise software delivery, with the credibility to engage customer technical and business leaders
- Track record of driving expansion and retention outcomes alongside Sales
- Strong business acumen, including the ability to build and present a business case
- Excellent communication, stakeholder management, and influencing skills
Measures of Success- NRR and gross retention across your portfolio
- Expansion pipeline sourced and closed jointly with Sales
- Active Success Plans with milestones met and value realized on every strategic account
- Executive sponsors engaged and CBRs delivered on cadence with C-suite and senior leadership
- Product adoption and account health scores improve over time
- Faster time to value for new and expanding customers
- At-risk accounts identified early, with a clear mitigation plan and fewer surprises at renewal
- Customer satisfaction and advocacy (CSAT/NPS, references, case studies)
BenefitsCopado offers a comprehensive benefits package, which includes:
- Competitive salary and performance-based bonuses
- Comprehensive health, dental, and vision insurance
- 401(k) Plan
- Paid Time Off
- Wellness Perks
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