Senior Customer Success Manager

Ladders; United States; Remote; USD 120,000 - 130,000; Full time

Benefits offered by this job

Flexible hours

Professional development

AI tools access

Cross-functional projects

Supportive culture

Job summary

Ladders is seeking a Senior Customer Success Manager to own a portfolio of 40–50 mid-market customers and drive adoption, value realization, and retention. This remote US-based role partners with cross-functional teams to guide onboarding, monitor health, and surface growth opportunities.

It includes renewal strategy and executive business reviews, with access to cutting-edge AI tools. The role emphasizes collaboration, data-driven decision making, and a strong customer-first mindset, with a

Qualifications

• 5+ years in customer success or account management with a mid-market focus.
• Proven ability to drive onboarding, adoption, and renewal strategies.
• Strong data analysis and communication for diverse audiences.
• Experience using AI tools in a professional setting.

Responsibilities

• Manage a portfolio of approximately 40 to 50 mid-market customers.
• Lead onboarding plans that drive rapid customer adoption.
• Monitor customer health and proactively address risk areas.
• Develop and execute tailored customer success plans.
• Drive renewal conversations and renewal strategies.
• Identify and influence growth opportunities within accounts.
• Conduct business reviews to demonstrate value and strengthen relationships.
• Advocate for customer needs within the organization.
• Collaborate with cross-functional teams to enhance the customer experience.
• Use AI tools to support efficient account management and actionable insights.

Skills

Customer Success

Account Management

Data Analysis

Communication

Cross-functional Collaboration

Tools

AI tools

Job description

For our client, we are seeking a Senior Customer Success Manager to join the team of a leader in the Technical Services space.

This role will own a portfolio of mid-market customers and help ensure they achieve strong adoption, clear value realization, and long-term retention. You will partner closely with cross-functional teams to guide onboarding, monitor account health, and surface growth opportunities that support customer outcomes. The position also plays a key role in renewal strategy, executive business reviews, and advocating for customer needs across the organization.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $120,000 – $130,000 annually

Responsibilities

• Manage a portfolio of approximately 40 to 50 mid-market customers
• Lead onboarding plans that drive rapid customer adoption
• Monitor customer health and proactively address risk areas
• Develop and execute tailored customer success plans
• Drive renewal conversations and renewal strategies
• Identify and influence growth opportunities within accounts
• Conduct business reviews to demonstrate value and strengthen relationships
• Advocate for customer needs within the organization
• Collaborate with cross-functional teams to enhance the customer experience
• Use AI tools to support efficient account management and actionable insights

Qualifications

• 5+ years of experience in customer success or account management
• Proven track record of managing mid-market accounts
• Strong understanding of customer business models and business outcomes
• Excellent communication skills for diverse audiences
• Ability to analyze data and translate it into actionable insights
• Experience using AI tools in a professional setting
• Collaborative mindset and ability to work effectively cross-functionally

Benefits

• Flexible work hours aligned with CST/EST
• Opportunities for professional development
• Collaborative and innovative work environment
• Access to cutting-edge AI tools
• Engagement in cross-functional projects
• Supportive company culture focused on customer success

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.