Senior Customer Success Manager, Scaled Programs

📋 Description

• Manage 80–120 accounts end-to-end, from onboarding to renewal.
• Drive retention and value across portfolio with data-driven engagement.
• Lead end-to-end renewals: negotiations, pricing, renewal closing, expansions.
• Proactively monitor health metrics, usage and risk; target outreach.
• Use AI tools to prioritize accounts and draft communications.
• Collaborate cross-functionally with onboarding, product, sales, and support.

🎯 Requirements

• Experience in customer success/account management with portfolio responsibility.
• Ownership mindset; own your book and outcomes.
• AI fluency in daily workflow for prioritizing and drafting.
• Analytical mindset to interpret health data, usage metrics, and signals.
• Strong communication across email, video, webinars, and live calls.
• Comfort with CRM (Salesforce), CS platforms (Gainsight preferred), and digital tools.

🎁 Benefits

• Virtual onboarding, hackathons, and interactions with global teams.
• Hybrid and remote work policies.
• Generous paid time-off policy (varies by location).
• Lifestyle allowance.
• Stock options for full-time employees.
• Culture Crew and Employee Resource Groups in every country.