Senior Customer Success Manager

Vista Equity Partners Management, LLC; Canada; Remote; CAD 90,000 - 130,000; Full time

Job summary

A leading company in the tech sector seeks a Senior Customer Success Manager to drive revenue strategies and manage executive relationships across a diverse portfolio of accounts. This role involves enhancing operational efficiency, mentoring team members, and crafting customer success strategies to meet evolving business needs. Ideal candidates will have significant experience in B2B SaaS environments and a proven track record in achieving revenue targets.

Qualifications

• 4+ years of experience in Customer Success or Strategic Account Management.
• Proven success in managing complex revenue targets.
• Exceptional communication skills for cross-functional collaboration.

Responsibilities

• Lead the revenue strategy for a complex portfolio of accounts.
• Conduct commercial negotiations and manage executive alignment.
• Mentor junior CSMs and drive operational efficiency.

Skills

Customer Success

Strategic Account Management

Revenue Responsibility

Operational Efficiency

Data Analysis

Communication Skills

Job description

As a Senior Customer Success Manager (Sr. CSM), you'll be at the forefront of our customer relationships, driving end-to-end revenue strategy for a complex portfolio of accounts. You'll be fully accountable for all renewal and expansion outcomes, independently managing commercial negotiations and fostering executive alignment. This role demands a proactive and strategic individual who can deliver a differentiated, white-glove engagement experience by blending human and digital strategies to meet diverse customer needs. You'll also play a key role in optimizing internal operations, coaching peers, and shaping the future of customer success.

The awesome stuff you’ll do in this role:

Lead and own the revenue strategy for a sophisticated portfolio of accounts, with full accountability for renewal, upsell, and cross-sell performance.

Master commercial negotiations, executive alignment, and pipeline management to consistently exceed revenue targets.

Craft and execute multi-year customer success strategies, anticipating business shifts and championing innovation opportunities.

Become a product expert, providing strategic consultation on advanced functionalities, integrations, and our product roadmap.

Drive continuous improvement in operational efficiency and tech stack utilization across the Customer Success team.

Act as a coach and mentor to peers and junior CSMs, elevating team capabilities and influencing best practices.

Lead strategic business reviews with executive stakeholders, tailoring engagement plans to customer maturity and business priorities.

Leverage data and predictive insights to maintain strong account health, identify at-risk customers, and drive positive outcomes.

Oversee support delegation to the Customer Success Specialist, ensuring timely and coordinated responses for high-value accounts.

Champion cross-functional collaboration, providing strategic feedback to improve both our segments and overall Customer Success.

What you’ll need to be successful in this role:

4+ years of experience in Customer Success, Strategic Account Management, or similar roles with full revenue responsibility in a B2B SaaS environment.

Demonstrated success in owning and delivering against complex revenue targets, including forecasting, pipeline management, and executive-level deal strategy.

Deep knowledge of advanced product functionality, integrations, and roadmap awareness; able to consult on strategic use of the platform.

Skilled at developing multi-year success strategies, influencing customer innovation, and analyzing trends to anticipate risk and capitalize on opportunities.

Proven ability to lead improvements in operational efficiency and tech stack utilization across a team.

A natural mentor who can uplift team capability and influence best practices across the organization.

Proficient in analyzing customer data, tracking key metrics, and identifying trends to impact customer success and generate actionable insights.

Exceptional communication skills with the ability to lead cross-functional initiatives and foster strong relationships with key customers and internal stakeholders.