Senior Customer Success Manager

Stonesmith Data employs 1,300 people across engineering hubs in New York City and three other locations, building ERP software for mid-market manufacturers. We keep recurring meetings to Tuesdays and Thursdays where we can.

Overview:

The Senior Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. Remote within the US. The team meets in New York City once a quarter, travel covered. Flexible schedule. We have one team call a day, usually in the morning.

In this role you will:

• Drive renewals alongside the commercial team, starting 120 days out.
• Document every customer touch in Salesforce.
• Build success plans with measurable goals for each account.
• Report monthly on churn risk and saves.
• Flag expansion opportunities to the account executive or account manager.

Required qualifications:

• Organized across many accounts at once.
• Comfortable presenting to directors and VPs.
• Travel up to 15%.
• Able to learn a technical product and explain it in plain terms.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.
• Experience managing renewals or retention targets.
• Calm under pressure when a customer is angry.

Preferred qualifications:

• Certified Customer Success Manager (CCSM) or similar.
• Experience with usage-based pricing.
• Zendesk or Intercom experience.
• Background in healthcare, logistics or financial services customers.

Expected salary range: $148,000 - $173,000 a year, plus bonus eligibility.

Benefits:

• Health, dental and vision coverage starting on day one.
• 401(k) with a 100% match up to 5%.
• 12 weeks of paid parental leave.
• Dental insurance.

Stonesmith Data is an Equal Opportunity Employer, including disability and protected veteran status.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Stonesmith Data.