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Senior Customer Success Manager - US East [IC3]

Remote•Remote

Remote

Senior

Full Time

14 days ago

💰$123,776 - $154,720

remoteIC3customer successsenior

Requirements

•Customer-facing experience (CSM, account management, account coordination, technical support, solutions consulting, or similar)
•Prior experience in a technical SaaS environment
•Comfort presenting to customers or technical audiences
•Strong communication, prioritization, and stakeholder management skills

What You'll Do

•Manage a book of 15-20 enterprise accounts
•Drive adoption and surface risk
•Get customers healthy for renewal and expansion
•Analyze telemetry and adoption patterns
•Lead enablement sessions and product trainings
•Drive strategic customer conversations
•Partner with Named AEs and Field Engineers to expand customer value
•Build relationships with team and counterparts
•Shadow customer calls
•Own regular customer cadences
•Build value narratives and monitor adoption health signals
•Identify customers requiring additional enablement or risk mitigation
•Lead product trainings and workflow discussions independently
•Partner on renewals, expansion opportunities, and strategic account planning
•Identify opportunities to expand adoption across teams and use cases
•Lead strategic conversations with technical and executive stakeholders
•Drive broader adoption of product features
•Serve as the voice of customers internally
•Build multithreaded relationships across stakeholders
•Run internal business reviews and customer-facing QBRs
•Participate in onsite engagements and strategic customer discussions

Nice to Have

•Background in developer tooling, observability, infrastructure, or adjacent technical products
•Experience working with a large, varied book of business
•CS, engineering, or technical undergraduate background

Benefits

•Above-average salary
•Equity
•Generous perks and benefits