About this role
### About This Role
We’re looking for a Senior Customer Success Manager to drive adoption, account success, and retention across our customer base. This is a customer-facing, senior individual contributor role focused on understanding customer needs and turning product value into long-term outcomes. You’ll work closely with Product and Sales to make sure customers see sustained value from the platform. The role calls for clear communication, strong product understanding, and the ability to manage relationships across multiple stakeholders.
### What You’ll Do
Drive Adoption and Account Success
- Own post-sale customer relationships and guide customers through successful product adoption.
- Translate customer goals into clear success plans and usage outcomes.
- Build trusted partnerships by understanding each customer’s business and use cases in depth.
Improve Retention and Loyalty
- Identify retention risks early and act on them before they escalate.
- Sustain customer satisfaction and loyalty through consistent engagement.
- Ensure customers continue to realize value from the product over time.
Collaborate Cross-Functionally
- Share customer feedback with Product teams and help shape improvements.
- Support renewals and account growth conversations alongside Sales.
- Coordinate with internal teams to resolve customer issues efficiently.
What We’re Looking For
- Bring 4–6 years of experience in a customer-facing role focused on adoption, success, or retention.
- Demonstrate a strong understanding of Customer Success as a function.
- Build and maintain relationships with senior stakeholders.
- Communicate clearly and confidently with customers and internal teams.
- Show strong product understanding and the ability to translate features into outcomes.
Nice to Have
- Bring experience in loyalty, fintech, or HR tech environments.
What Makes You a Strong Fit
- Own and operate complex customer relationships with confidence.
- Balance empathy for customers with a clear focus on outcomes.
- Work across Product and Sales to solve real customer problems.
- Bring a background in senior customer success roles and an understanding of how the function works in practice.
### Why This Role Matters
Customer retention and adoption are critical to sustained growth. This role directly shapes how customers experience the product, how long they stay with us, and how much value they achieve over time.
### Why Join Us
- Take on clear ownership with direct customer impact.
- Collaborate closely with Product and Sales teams.
- Build deep expertise in customer success at scale.
- Carry meaningful responsibility as a senior individual contributor.
- Help shape long-term customer relationships and outcomes.