Senior Customer Success Manager

Exostar; Herndon (VA); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Employee Development Programs

Flexible Time Off

Comprehensive Benefits

Job summary

Exostar is looking for a Senior Customer Success Manager in Herndon, Virginia, who will work closely with customers to maximize their value from our solutions. You will lead operational reviews, mentor junior team members, and support renewal and expansion opportunities. The ideal candidate has over 8 years in customer success, a strong grasp of supply chain processes, and experience managing renewals and expansions. Join us for a rewarding career with excellent benefits and a commitment to employee development.

Qualifications

• 8+ years of experience in Customer Success or similar customer-facing role.
• Strong understanding of supply chain processes including sourcing and procurement.
• Proven experience managing portfolios of $3M+ annually.

Responsibilities

• Partner with assigned customer accounts to ensure they achieve value from Exostar solutions.
• Lead operational reviews discussing support tickets and ongoing performance.
• Mentor and train junior Customer Success team members.

Skills

Customer Success Management

Supply Chain Processes

Problem Solving

Negotiation and Persuasion

Customer Engagement

Job description

The Senior Customer Success Manager (Sr. CSM) is a key member of Exostar’s Go-To-Market team. In this role, you will partner closely with customers to deliver outstanding experiences, ensure they realize maximum value from the Exostar platform, and help them operationalize our products within their business.

The Sr. CSM collaborates with the Head of Customer Success, as well as leaders across Sales, Solutions Consulting, Onboarding, Professional Services, Product, Support, and Operations. You will be a visible contributor to the Go-To-Market team, bringing urgency, passion, and customer advocacy to every interaction.

Responsibilities

• Partner with assigned customer accounts to ensure they achieve value from Exostar solutions—supporting renewal and expansion opportunities.
• Develop and maintain a deep understanding of customers’ operational processes to guide usage of Exostar products and identify expansion opportunities.
• Manage, prioritize, and drive resolution of open customer items by coordinating with internal Exostar stakeholders, providing proactive updates throughout.
• Lead regular operational reviews with customers, discussing support tickets, case metrics, and ongoing performance.
• Collaborate with services delivery teams to ensure successful execution of service engagements and extended support contracts for assigned accounts.
• Mentor and train junior Customer Success team members as needed.
• Support the development and implementation of systems and tools that provide performance metrics and insights into Customer Success effectiveness.

Qualifications

• 8+ years of experience in Customer Success or similar customer-facing role
• Strong understanding of supply chain processes including sourcing, procurement, inventory management, supplier collaboration, and order fulfillment
• Experience supporting customers in supply chain, aerospace and defense, or other highly regulated industries
• Proven experience managing and closing renewal portfolios of $3M+ annually
• Demonstrated experience generating and closing $250K+ expansion opportunities
• Strong problem-solving mindset with a commitment to seeing issues through to resolution
• Passion for helping customers achieve success
• Strong executive presence and ability to engage customers at all levels
• Ability to influence through persuasion, negotiation, and consensus building

Remote Locations

NC, GA, TX, NJ, PA, IL, DC, MD, OH, FL, SC, VA, CO, IN, WA

Exostar - The Company

Exostar's cloud-based platforms create exclusive communities within the Aerospace and Defense, Life Sciences, and other highly regulated industries where members securely collaborate, share information, and operate compliantly. Within these communities we build trust. By analyzing community data, we provide insights and intelligence, enabling organizations to make better, timelier decisions, to mitigate risk, and operate more efficiently.

• We believe in employee development: we promote internally and provide training and educational assistance
• We provide a fun, engaged workplace, with social and community-building events
• We offer comprehensive benefits and flexible time off plans.

Exostar is an Equal Opportunity Employment Employer. The company provides equal employment opportunities to all applicants without regard to race, color, religion, sex, national origin, age, marital status, disability status or genetic information. Exostar is committed to providing equal employment opportunities for all persons in all facets of employment including recruiting, hiring, compensation, promotion, training, benefits, transfers and working conditions.