Customer Success Manager

Spectrum Search; San Francisco (CA); Sur place; USD 130 000 - 180 000; Plein temps

Résumé du poste

Spectrum Search is seeking a Senior Customer Success Manager to own strategic relationships with enterprise and mid‑market clients. You will drive product adoption, ensure renewal health, and identify account expansion opportunities while translating technical capabilities into measurable business outcomes.

You will partner with product, engineering, and commercial teams, engage C‑suite stakeholders, and help shape scalable CS processes as the company scales in AI‑focused enterprise software.

Qualifications

• 5–10 years of experience in Customer Success or strategic account management.
• Experience managing enterprise or upper mid‑market SaaS relationships.
• Proven ability to influence VP-level and C-suite decisions.
• Experience in a fast‑growing, venture‑backed technology company.
• Bachelor's degree or equivalent.

Responsabilités

• Own and manage relationships with enterprise and mid‑market accounts.
• Drive adoption, satisfaction, retention, and expansion opportunities.
• Lead strategic account reviews with senior leadership.
• Collaborate with commercial, product, and engineering teams to translate feedback into product value.
• Maintain CRM records, renewal forecasts, and health metrics.

Connaissances

Strategic account management

Stakeholder engagement

Commercial awareness

Product knowledge

Analytical thinking

Formation

Bachelor's degree

Outils

CRM systems

ChatGPT

Claude

Description du poste

We are hiring on behalf of a rapidly growing, venture-backed technology business operating within the AI and enterprise software space.

Our client is looking for an experienced Senior Customer Success Manager to own and develop relationships with key enterprise and mid-market customers. This is a strategic, customer-facing role focused on driving product adoption, improving customer outcomes, protecting recurring revenue, and identifying opportunities for account growth.

The successful candidate will combine strong commercial awareness with technical product knowledge and the ability to build trusted relationships with senior decision-makers.

Key Responsibilities

• Manage a portfolio of strategic enterprise and mid-market accounts, acting as the primary relationship owner and trusted partner to senior stakeholders.
• Drive customer engagement, platform adoption, satisfaction, and retention, proactively identifying potential challenges and implementing solutions.
• Lead regular strategic account reviews with senior leadership teams, presenting performance insights, business outcomes, and recommendations for continued success.
• Collaborate closely with commercial teams to identify opportunities for account expansion, increased platform usage, and additional product adoption.
• Translate technical performance data, including AI-driven automation, efficiency improvements, and platform engagement, into measurable business value for customers.
• Develop a strong understanding of the company's technology solutions, confidently communicating product capabilities and relevant AI concepts to customers.
• Represent customer feedback internally, partnering with Product, Engineering, and other teams to improve the overall customer experience.
• Maintain accurate account records, customer health assessments, renewal forecasts, and commercial opportunities within CRM systems.
• Contribute to the development and improvement of customer success processes as the business continues to scale.

Experience & Requirements

• Approximately 5–10 years of experience in Customer Success, Strategic Account Management, or a closely related customer-facing SaaS role.
• Proven experience managing complex, long-term relationships with enterprise or upper mid-market customers within a B2B software environment.
• Demonstrated ability to engage and influence senior stakeholders, including VP-level executives and C-suite decision-makers.
• Experience working within a fast-growing, venture-backed technology company, ideally for at least 12 months.
• Comfortable operating in an evolving environment where processes and customer success frameworks are continuously being developed.
• Strong understanding of technical software products and the ability to connect product functionality to tangible commercial outcomes.
• Experience using modern AI productivity platforms, such as ChatGPT, Claude, or equivalent tools.
• Bachelor's degree or equivalent higher education qualification.
• Previous exposure to conversational AI, customer experience technology, contact centre platforms, or related SaaS solutions.
• Experience supporting customers in financial services, banking, or other regulated industries.
• Familiarity with recurring revenue metrics, customer health scoring, renewal management, and expansion strategies.
• Experience collaborating with cross-functional teams to improve customer adoption and overall account performance.

Ideal Candidate Profile

We are looking for a commercially minded and technically confident Customer Success professional who thrives in a high-growth environment.

You will be proactive, analytical, and comfortable navigating complex customer relationships. You'll understand how to position sophisticated technology solutions in terms of business impact, while maintaining a strong focus on customer satisfaction, retention, and long-term account development.

This opportunity would suit someone who enjoys taking ownership, building scalable processes, and playing a meaningful role in the growth of an innovative AI-focused technology business.