Senior Customer Success Manager

HR Tech Job; San Francisco (CA); On-site; USD 140,000 - 190,000; Full time

Job summary

HR Tech Job is seeking a Senior Customer Success Manager to support Enterprise customers (1,000+ users) through strategic partnership, proactive risk management, and value-led customer success. In the new GTM pod model, you’ll partner closely with Sales and Renewals to align on account strategy, deliver a coordinated customer experience, and own customer outcomes.

You’ll lead executive conversations with CHROs, CPOs, and other leaders, using AI-enabled insights to scale and improve the customer

Qualifications

• Experience managing Enterprise-scale B2B SaaS portfolios.
• Track record of owning GRR and NRR with strong customer outcomes.
• Proven ability to lead data-informed, value-based conversations with executives.
• Proactive risk management and cross-functional collaboration in a pod model.

Responsibilities

• Own a scalable Enterprise portfolio of 70-85 customers totaling $3.5M ARR.
• Collaborate with Sales, Renewals, and pod leaders to drive full revenue lifecycle.
• Drive GRR and NRR through strategy reviews, adoption planning, and risk management.
• Lead strategic conversations with executives (CHROs, CPOs, etc.) to validate renewal intent.
• Leverage AI-enabled workflows to surface insights and scale engagement.

Skills

Enterprise SaaS

Executive communication

Risk management

Account strategy

Cross-functional collaboration

AI in CX

GTM pod model

Customer success

Tools

Vitally

DLCX

Job description

Join us in creating a better world of work.

We’re seeking a Senior Customer Success Manager to support our Enterprise customers (1,000+ users) through strategic partnership, proactive risk management, and value-led customer success.

Working within our new GTM pod model, you’ll partner closely with Sales and Renewals to align on account strategy, deliver a coordinated customer experience, and own customer outcomes.

What you will do

• Own a unique Enterprise scaled portfolio: Manage 70-85 single product Enterprise customers totalling $3.5M ARR, with accountability for retention, adoption, expansion, and clear book ownership.
• Operate within the GTM pod model: Partner closely with Sales, Renewal Managers, and pod leaders in a co-led Sales and CX model that owns the full customer revenue lifecycle across adopt, expand, and renew.
• Drive commercial outcomes: Manage GRR and NRR through bi-annual Executive Strategy Reviews, adoption planning, proactive risk management, and CSQL creation.
• Lead strategic customer conversations: Connect customer priorities to measurable business value, strengthen executive relationships (CHROs, CPOs, etc.), and validate renewal intent.
• Leverage automated plays: Use digitally-led customer experience (DLCX) motions, automation, and one-to-many outreach to increase adoption, surface opportunity and risk, and create consistency across your book.
• Identify and act on risk early: Drive risk mitigation plans with urgency and sound judgment, especially through moments like lost sponsors, stalled adoption, and changing customer priorities.
• Use AI to improve scale and focus: Use AI-enabled tools and workflows to prepare for customer conversations, surface insights, reduce manual work, and spend more time on strategic engagement.
• Improve the system and raise the bar: Maintain strong account hygiene in Vitally and related tools, share customer feedback, and contribute ideas and playbooks that strengthen our broader CX and GTM practice.

What you bring:

• Experience managing Enterprise or scaled B2B SaaS portfolios, with a strong understanding of strategic customer success in a scaled model.
• A track record of owning GRR and NRR while balancing customer outcomes with commercial accountability.
• Strong executive communication skills and the ability to lead data-informed, value-based conversations.
• A proactive approach to risk management, strong customer and product curiosity, and sound judgment in high-stakes situations.
• The ability to collaborate effectively across functions and operate with high accountability in a pod-based model.
• Comfort using AI as a practical tool to synthesize information, improve prioritization, and increase the quality and consistency of customer engagement.
• Previous experience in HR tech is a nice to have.

After 3 months, you’ll:

• Independently own GRR and NRR across your Enterprise-at-scale book of business.
• Work effectively within your GTM pod and contribute to coordinated account strategy across adopt, expand, and renew.
• Deliver key customer moments with strong preparation, value-led storytelling, and clear follow-through.
• Proactively manage customer health, adoption, and risk across your accounts using DLCX and scaled workflows where appropriate.
• Build strong product knowledge and connect Culture Amp’s platform to customer goals.
• Use AI-supported workflows to streamline account planning, uncover customer signals, and improve the consistency of book management.