Senior Customer Success Manager

Biscayne Staffing; Miami (FL); On-site; USD 110,000 - 150,000; Full time

Job summary

Biscayne Staffing is seeking a Senior Customer Success Manager to manage a portfolio of strategic enterprise clients in a technology environment. This role focuses on driving adoption, retention, and growth through executive-level engagement and data-driven decision making.

You will partner with sales, product, and support teams to ensure customer success and renewal outcomes while identifying expansion opportunities across multiple business units.

Qualifications

• 5+ years in Customer Success, Strategic Account Management, or similar client-facing role in B2B SaaS/tech.
• Experience handling complex enterprise relationships with multiple stakeholders.
• Proven track record in retention, renewals, expansion, upsell or cross-sell.

Responsibilities

• Manage and grow relationships across a portfolio of enterprise accounts.
• Develop account strategies focused on retention, adoption, and growth.
• Build relationships with executive-level stakeholders.
• Lead business reviews to assess goals, performance, and opportunities.
• Identify risks and create action plans to improve outcomes and retention.
• Spot opportunities for expansion and new business across units.
• Collaborate with Sales, Product, Marketing, Support, and CX teams.

Skills

Enterprise Accounts

Customer Retention

Stakeholder Management

CRM Systems

Data Analysis

Presentation Skills

Strategic Planning

Upselling/Cross-selling

Travel (US)

Education

Bachelor's degree in Business/Related

Tools

CRM platforms

Job description

We are seeking an experienced Senior Customer Success Manager to join a growing technology organization and manage a portfolio of strategic enterprise clients.

This role is ideal for a relationship-driven and commercially minded professional who can build strong customer partnerships, drive adoption and retention, identify growth opportunities, and turn customer needs into measurable business outcomes.

What You'll Do

• Manage and grow relationships across a portfolio of enterprise and strategic customer accounts.
• Develop account strategies focused on customer retention, adoption, and long-term growth.
• Build strong relationships with key stakeholders and executive-level contacts.
• Lead strategic account discussions and business reviews to evaluate customer goals, performance, and future opportunities.
• Proactively identify potential risks within accounts and develop action plans to improve customer outcomes and retention.
• Identify opportunities for expansion, including additional users, products, services, or business units.
• Partner with internal teams, including Sales, Product, Marketing, Support, and Customer Experience, to ensure customer needs are addressed.
• Support renewal conversations and contribute to commercial discussions related to account growth and expansion.
• Utilize customer data, product usage, and account insights to identify opportunities to improve engagement and adoption.
• Serve as a trusted advisor and advocate for customers while balancing their needs with overall business objectives.

What We're Looking For

• 5+ years of experience in Customer Success, Strategic Account Management, Enterprise Account Management, or a similar client-facing role within a B2B SaaS or technology environment.
• Experience managing complex enterprise customer relationships with multiple stakeholders.
• Demonstrated success supporting customer retention, renewals, account expansion, upselling, or cross-selling.
• Strong ability to build relationships with senior and executive-level stakeholders.
• Excellent communication and presentation skills.
• A commercial mindset with the ability to identify and develop account growth opportunities.
• Experience using CRM and customer success platforms.
• Ability to analyze customer data, usage trends, and account health to drive decisions.
• Highly organized, proactive, and comfortable managing multiple strategic accounts simultaneously.
• Willingness to travel periodically within the United States.

Experience in any of the following areas would be a plus:

• B2B SaaS or technology platforms
• Enterprise customer management
• Hospitality or related technology
• Procurement or supply chain solutions
• Strategic account growth
• SaaS retention and expansion metrics
• Executive business reviews and strategic account planning