Senior Customer Success Manager

Job Mission

We're looking for a Senior Customer Success Manager to join our Customer Experience team. In this role, you'll be the strategic partner our customers rely on to drive real business outcomes — not just platform adoption. You'll own the full customer relationship, from implementation handoff through renewal and expansion, and serve as a trusted advisor to HR, Finance, and People leaders at organizations of all sizes.

We will measure your success through:

• Gross Revenue Retention (GRR)

• Net Revenue Retention (NRR)

• Overall customer health and successful outcomes

• Renewal outcomes and forecasting accuracy

• Following risk mitigation frameworks and playbooks

What You'll Own

Relationship & Retention

• Your book of business will be a book of approximately 20-25 accounts mostly in mid-market segment with a few enterprise accounts.

• Build and maintain strong relationships between ChartHop and executive buyers, senior decision-makers, and multiple stakeholders across each account — mapping champions, detractors, and key contacts to protect against turnover risk

• Consistently facilitate strategic discussions involving leadership to mitigate risk and drive internal alignment and focus

• Initiate renewal discussions and fully own renewal narrative, strategy and execution

• Drive and facilitate fast, coordinated resolution of escalations — flagging risks early, delegating internally, and communicating clearly until resolution is achieved

• Proactively identify and mitigate risk before it compounds by surfacing feedback across internal teams and actioning information

Value & Adoption

• Define and track customer success metrics tied to each customer's business goals — not just platform usage

• Ensure successful outcomes on key use cases and planning cycles; validate impact through retros (formal or informal)

• Drive adoption of retention-critical features and identify opportunities to expand accounts through additional modules or deeper use of contracted modules

• Serve as a product subject matter expert and workflow consultant — helping customers construct their desired workflows while owning final review to prevent data exposure risks or configuration gaps

• Own the customer enablement strategy: onboard, train, and coach customers to operate ChartHop independently as admins and users, supported by enablement documentation

Strategic Oversight

• Own the implementation-to-CSM handoff, absorbing full account context to ensure continuity

• Be the structured voice of the customer internally — bringing product feedback, trends, and insights to Product and Engineering

• Partner closely with Sales, Support, and Product to drive customer outcomes through clear, direct communication

Requirements

• 5+ years in Customer Success, SaaS consulting, or a related field

• Proven track record of owning enterprise customer relationships, including renewals and commercial negotiations

• Strong executive presence — comfortable managing relationships with C-suite and VP-level stakeholders

• Experience with SaaS implementations, project management, and cross-functional collaboration

• Ability to understand and consult on complex workflows across People, Finance, and Recruiting functions

• Proficiency translating customer needs into product feedback and strategic recommendations

• Experience at a high-growth startup (nice to have)

We’re hiring for this role and open to candidates at the L3 and L4 levels. Your level will be assessed early in the interview process to determine your seniority based on demonstrated competencies including strategic account management, business maturity, and autonomy.

Although we list what we generally look for, we are very likely missing other attributes and skills that you have that could make you a great addition, but are not currently listed. Research has shown this especially applies to women and other marginalized groups, who tend to apply only if they check 100% of every box, while others apply when they meet roughly 60%. The point: it does not hurt to take a chance and apply. We are an inclusive employer and value diversity at our company.