Senior Customer Success Manager (Remote)

About Our Client

A remote-first company in San Francisco is revolutionizing global commerce and capital markets by developing innovative software for audit and assurance professionals in cybersecurity, privacy, and ESG. Backed by prominent investors like Bessemer Venture Partners and Y Combinator, the company values diversity, inclusion, and collaboration. It offers employees the chance to shape the future of business trust while simplifying audit workflows and improving work-life balance. Applicants passionate about fostering trust and advancing audit practices are encouraged to join this dynamic start-up.

About the Role

As a Senior Customer Success Manager, the focus will be on transforming current customers into advocates. This role is highly cross-functional, involving close collaboration with customers to identify and address their business needs, in addition to liaising with sales, product, and engineering teams to prioritize an exceptional customer experience. Excitement for the challenges presented by a growing organization, alongside the autonomy to influence customer interactions, is essential.

What You’ll Do

– Manage a portfolio of accounts, ensuring the success, growth, and renewal of contracts in designated practice areas.

– Own key performance indicators (KPIs) for Gross Revenue Retention and Contract Pacing, while driving Net Promoter Score (NPS) for clients.

– Serve as the primary contact for each account, conducting regular check-ins, executing Executive Business Reviews, providing product training, and tailoring service levels to maximize customer success.

– Foster engagement and establish strong relationships with customers at all organizational levels, advocating for their needs.

– Act as a product champion, delivering best practices to clients to help them fully utilize the product’s capabilities and expedite feature adoption.

– Gain insight into customers’ goals, working to enhance their satisfaction and product engagement.

– Collaborate internally to communicate customer feedback, resolve escalations, and ensure outstanding experiences.

– Partner closely with each account’s Account Manager to facilitate renewals and identify referrals and expansion opportunities resulting from increased usage and contract pacing.

– Follow established playbooks for relevant Customer Success functions, contributing to scalable processes and optimizing the overall customer experience.

About You

– 4-7 years of experience as a customer success or relationship manager within an enterprise SaaS environment, focusing on adoption and retention.

– Relevant industry experience as a practitioner in an audit or advisory firm.

– Exceptional communication and time-management skills.

– Proven ability to drive measurable outcomes and success with large, complex customers.

– Strong work ethic, responsiveness, and willingness to engage in hands-on tasks.

– Enthusiasm for the start-up environment, with a desire to refine structures and processes to scale the customer success and advocacy team.

– Attention to detail and a passion for opportunities to enhance both personal and customer experience.

Bonus Points If You Have

– Experience as a practitioner in audit, advisory, or assurance at a top 20 CPA firm.

More about the Company

This organization is grounded in strong values, which include:

– Fearless – Inspire and dismantle seemingly insurmountable challenges.

– Fast – Launch with excellence and innovate toward perfection.

– Lovable – Deliver joy and exceptional experiences.

– Owners – Approach business execution with ownership.

– Win-win – Create reciprocal value and earn lifelong trust.

– Inclusive – Amplify the best ideas with diverse teams.

Some of the benefits include

– Competitive compensation packages with meaningful ownership.

– Unlimited PTO.

– 401k.

– Wellness benefits, including a number of complimentary therapy sessions.

– Technology and work-from-home reimbursement.

– Flexible work schedules.

Compensation

$130K • Offers Equity • Offers Bonus