Senior Customer Success Manager

Tremendous; New York (NY); Remote; USD 160,000 - 240,000; Full time

Benefits offered by this job

Health benefits

Unlimited PTO

Parental leave

Fully remote

Job summary

Tremendous is seeking a Senior Customer Success Manager to drive growth and retention across enterprise accounts. You will own the complete customer lifecycle, from onboarding through renewal and expansion, while serving as the trusted advisor for clients.

You will manage strategic business reviews, coordinate cross-functional onboarding, and lead upsell initiatives. This role requires experience with enterprise accounts and strong collaboration with Product and other teams.

Qualifications

• 5+ years in Customer Success or Account Management
• 2+ years handling enterprise accounts
• Experience in a high-growth B2B startup preferred
• Strong analytical and problem-solving abilities
• Excellent communication and rapport-building skills

Responsibilities

• Own a portfolio of enterprise accounts and drive retention and satisfaction
• Lead end-to-end onboarding for new enterprise clients
• Drive revenue growth through upsell and cross-sell initiatives
• Collaborate with Product to influence roadmap decisions

Skills

Customer Success

Account Management

Enterprise Accounts

Analytical Skills

Communication

Job description

Tremendous is the global platform built for businesses to send thousands of payouts to anyone, anywhere, for free. We're trusted by 20,000 organizations like Atlassian, MIT, and United Way to deliver gift cards and money to millions of recipients worldwide.

Our customers (researchers, marketers, HR teams, nonprofits, and platform businesses) rave about how fast and easy Tremendous is to use. Check out our ratings on G2.

Tremendous is profitable and growing without outside investors. We're a fully remote, high-documentation, low-meeting culture, which means more time for what matters in both your professional and personal life. The team agrees– our employee NPS is in the high 80s.

About The Role

We're seeking a Senior Customer Success Manager to drive growth and retention across enterprise accounts. In this role, you'll own the complete customer lifecycle, from onboarding through renewal and expansion, while serving as the trusted advisor for clients.

What You'll Do

• Own a portfolio of enterprise accounts, conducting strategic business reviews and proactively managing account health to maximize retention and satisfaction
• Lead end-to-end onboarding for new enterprise clients, coordinating cross-functional teams and ensuring seamless program launches
• Drive revenue growth through strategic upsell and cross-sell initiatives, managing contract negotiations and securing long-term partnerships
• Act as the voice of the customer internally, collaborating with Product to influence roadmap decisions

What You'll Bring

• 5+ years of experience in Customer Success, Account Management, with 2+ years focused on enterprise accounts
• Proven track record of managing complex client relationships and driving measurable retention and expansion outcomes
• Experience at a high-growth B2B startup strongly preferred
• Strong analytical and problem-solving abilities with attention to detail
• Excellent communication skills with the ability to build rapport at all levels of an organization

You'll thrive here if you're

• Strategic yet execution-focused, able to see the big picture while managing day-to-day client needs
• Naturally empathetic with both customers and internal stakeholders
• Self-motivated and autonomous with the ability to manage multiple priorities in a fast-paced environment

What's Cool About The Role

• Competitive pay and equity. Base salary for this role: $160k to $240k.
• Real benefits. 100% covered health (US), unlimited PTO, 12-16 weeks paid parental leave.
• Fully remote. Work from anywhere in the Americas.
• Great culture. Read more about how we work in our public handbook.

Compensation Range: $160K - $240K