Senior Customer Success Manager

United States Digital Space LLC; Chicago (IL); Hybrid; USD 97,000 - 190,000; Full time

Job summary

the company in Chicago is seeking a Senior Customer Success Manager to guide Enterprise accounts through complex journeys, boosting retention and revenue realization. You will act as the strategic liaison across Sales, Product, and Services, mentoring teammates and driving cross-functional collaboration.

You will build deep relationships with senior stakeholders, understand intricate technical environments, and navigate global account teams to deliver measurable impact in high-pressure

Qualifications

• 7–10+ years in a technical customer-facing role
• Accountability for customer health and revenue realization for Enterprise accounts
• Excellent verbal and written communication across diverse audiences (developers to C-suite)
• Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience

Responsibilities

• Proactively identify and mitigate risks in technically complex Enterprise accounts, advising on operational strategies and best practices.
• Conduct comprehensive business reviews for Enterprise accounts, align with senior leaders, and champion mutual success plans.
• Drive cross-functional development of account strategy to maximize lifetime value, retention, and revenue realization.
• Track progress against outcomes, provide forecasts to senior leadership, and identify opportunities with presales teams.
• Maintain clean data in internal systems to enable accurate territory analysis and leverage AI to enhance engagement.

Skills

Technical customer-facing experience

Executive stakeholder communication

Accountability for health & revenue

Educational background in CS/STEM

Education

Bachelor’s degree in Computer Science, STEM, or equivalent

Job description

Our Customer Success team is the linchpin of the post-sales customer relationship. By combining deep business and technical savvy, Customer Success keeps the company at the center of our customers’ technology strategy, and ensures every customer can realize the full potential of their investment.

We're looking to speak with candidates based in Chicago for our hybrid working model.

The Role

As a Senior Customer Success Manager, you are a highly experienced advisor helping customers navigate their most complex journeys on the company. You’ll be responsible for maximizing customer lifetime value and success for a portfolio of Enterprise (G2000) accounts, acting as a lead strategic connector between your customers and cross-functional resources to achieve high-stakes business goals. You’ll drive customer retention, revenue realization, and long-term advocacy while mentoring team members to elevate the organization’s collective impact. You’ll build deep relationships with senior stakeholders, understand intricate technical environments inside and out, and navigate global account teams to deliver measurable impact in high-pressure scenarios.

Key Responsibilities

Customer Advisory

• Proactively identify and mitigate risks in accounts with significant technical complexity by advising on advanced operational strategies and best practices. Deliver cross-disciplinary solutions to critical customer challenges, accelerating time-to-value and guiding to achieve their business goals through their the company deployments

• Conduct comprehensive customer business reviews for Enterprise accounts, analyzing technical health and risk while translating insights into business-critical outcomes. Partner with senior technical and business leaders to align on objectives and champion mutual success plans that foster long-term advocacy

Account & Portfolio Management

• Drive cross-functional development of account strategy and take ownership of elements that drive customer maturity, lifetime value, retention, and revenue realization. Proactively manage a diverse portfolio of Enterprise customers across various stages of the journey, creating and executing strategies to maximize value realization, advocacy, and long-term success

• Track and report progress against key business outcomes, demonstrate control of the forecast by providing informed predictions to senior leadership for business predictability, and identify new opportunities to expand customer impact by collaborating with presales teams

• Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis. Leverage AI fluency to enhance customer engagement processes, driving efficiency and productivity in delivering technical solutions

Internal Collaboration & Customer Advocacy

• Amplify the voice of the customer within the company, leveraging technical insights and customer perspectives to influence the company’s product roadmap and coordinate across Sales, Product, Services, and Support to drive long-term health and value realization

• Connect customers with the right internal resources, including Executive Sponsor engagement, while contributing to regional and global best practices to strengthen team success and act as a force multiplier for the organization

• Support team growth by participating in the interview and ramping process for new hires, coaching peers to foster development and knowledge-sharing across the region

What You Will Bring

• Relevant Experience: 7 to 10+ years in a technical customer-facing role (e.g., Technical Customer Success, Solutions Architecture/Engineering, Professional Services/Implementation, Technical Account Management) for a deeply technical, ideally consumption-based, product

• Accountability: 4+ years experience being accountable for customer health and revenue realization for Enterprise customers

• Communication: Excellent verbal and written skills with the ability to influence technical and business outcomes and solve complex problems across varying audience types from Developers to C-suite

• Education: Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience

About the company

the company is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. the company’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, the company Atlas, is the only globally distributed, multi-cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 67,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on the company for their most important applications, we’re powering the next era of software.

Our compass at the company is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us the company.

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at the company, and help us make an impact on the world!

the company is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request a accommodation due to a disability, please inform your recruiter.

the company, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Req ID: 426323

the company’s base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of the company’s total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates.

the company’s base salary range for this role in the U.S. is:

$97,000—$190,000 USD