Senior Customer Success Manager

About the position

We’re seeking a Senior Customer Success Manager to join our team and lead strategic customer relationships across our most valuable accounts. You’ll act as a trusted advisor to executive stakeholders, deliver measurable business outcomes, and help drive long-term customer success, retention, and expansion. This is a senior individual contributor role for someone who is both strategic and hands-on, with deep experience in consultative customer engagement, cross-functional influence, and delivering value in a fast-paced SaaS environment. If you love to own a process, work with others and deliver world-class service, please read on!

Responsibilities

• Own a portfolio of strategic enterprise customers and be accountable for retention, satisfaction, and expansion.
• Build and maintain executive-level relationships to become a trusted business advisor.
• Lead QBRs, executive reviews, and value discussions using business metrics, insights, and product roadmap updates.
• Drive adoption and success of our platform by aligning customer goals with product capabilities.
• Identify whitespace opportunities and collaborate with sales to drive expansion and upsell opportunities.
• Contribute to thought leadership content, best practices, and customer-facing resources.
• Act as the voice of the customer internally, influencing product, marketing, and support teams.
• Mentor junior CSMs and help elevate the team’s overall performance.
• Analyze customer usage data and trends to proactively address risk and identify opportunities.
• Responsible for managing all assigned client relationships.
• Responsible for meeting retention targets on assigned client business year to year.
• Represents ClearlyRated at tradeshow events, which may require occasional travel across the United States and Canada.
• Composes and types routine email correspondence.

Requirements

• 7+ years in Customer Success, Account Management, or Strategic Consulting, ideally in B2B SaaS.
• Strong consultative selling skills and executive presence.
• Track record of managing large, complex accounts and delivering measurable business outcomes.
• Proven ability to influence senior stakeholders and internal cross-functional teams.
• Comfortable leading strategic conversations with C-suite stakeholders.
• Deep understanding of SaaS metrics (NRR, GRR, adoption, churn, NPS, etc.).
• Experience with tools like Salesforce, HubSpot, Gainsight, Catalyst, or ChurnZero.
• Excellent communication and presentation skills.
• High EQ, strong judgment, and a proactive, resourceful approach.
• A growth mindset with a passion for helping customers and teams thrive.
• Background in professional services, CX/EX, or vertical SaaS.
• Experience mentoring or coaching others.
• Familiarity with product-led growth (PLG) environments.
• Excellent written and oral communication skills.
• Creative, resourceful and flexible approach to problem solving.
• Be a team player.
• Have a sense of humor.

Benefits

• Full Time employment
• Remote work flexibility
• Compensation range of $90,000 - $130,000 / year