The primary focus of the Senior Customer Success Manager role is to drive strategic customer partnerships and maximize long-term customer value within GenLogs' largest and most complex accounts. As a Senior CSM, you will own a portfolio of high-value customers and operate as a trusted advisor to executive and operational stakeholders. You will develop account strategies, guide complex implementations, drive executive alignment, and identify opportunities for long-term growth and expansion.
WHAT YOU'LL DO- Enterprise Account Management: Own and manage a portfolio of strategic Enterprise customers.
- Strategic onboarding and implementation: Lead complex deployments involving multiple stakeholders, business units, and workflows to ensure successful customer outcomes.
- Executive stakeholder management: Build trusted relationships across customer organizations, including operational leaders, directors, and executive stakeholders.
- Strategic account planning and QBRs: Develop account plans and lead executive business reviews focused on ROI, adoption trends, strategic initiatives, and business impact.
- Expansion and renewal ownership: Drive long-term account growth strategies and revenue retention across Enterprise accounts. Partner closely with Sales leadership on expansion opportunities and contract renewals.
- Cross-functional leadership: Coordinate closely with Product, Engineering, Data, Support, and GTM teams to advocate for customer priorities and influence roadmap discussions.
- Customer insights and advocacy: Identify patterns, customer needs, and strategic opportunities that shape product direction and improve customer outcomes.
- Travel: Travel quarterly or as needed for executive meetings, customer workshops, QBRs, and industry events.
QUALIFICATIONS- Roll-up-your-sleeves attitude, you thrive in ambiguity and can execute as well as strategize.
- 7+ years of experience in Customer Success, Strategic Account Management, or related customer-facing roles.
- Experience managing large, complex enterprise portfolios with multi-million-dollar revenue responsibility and high-value customer relationships.
- Demonstrated success driving customer retention, expansion, and executive-level relationships.
- Strong experience with account planning, executive presentations, and business reviews.
- Excellent written and verbal communication skills.
- Strong analytical and problem-solving abilities.
- Proven ability to influence cross-functional teams and operate in fast-paced environments.
- B2B SaaS experience required.
- Transportation/logistics or commercial auto insurance experience preferred.
BENEFITSHealthcare- Employer-covered comprehensive medical, dental, and vision plans for employee and dependents
- Employer contribution towards premiums of optional higher-end plans
Time Off- Unlimited PTO
- Sick leave
- Company holidays (GenLogs observes all federal US Government holidays)
- Flexible leave for caregiving and medical needs
Family SupportProfessional Development- Budget availability for approved professional development courses, certifications, and training
Travel Support- 100% travel reimbursement for all approved company travel and spending
Retirement Savings
