Senior Customer Success Manager - Enterprise & Mid-Market

Terial; New York (NY); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Equity

Medical, vision & dental

401K plan

Unlimited PTO

Hybrid work environment

Weekly NYC team lunches

Job summary

Terial is seeking a Senior Customer Success Manager to own the post-sale journey for Mid-Market and Enterprise roofers and contractors in a high-impact, hands-on role. You will guide onboarding, implementation, and ongoing account management, while driving renewals and expansion revenue with senior executives.

You will work with cross-functional teams, travel up to 20% for key onboarding and QBR engagements, and report to the Head of Customer Success alongside the CEO.

Qualifications

• 4-8+ years in Customer Success, Account Management, and Implementation in B2B SaaS.
• Onboarding and managing Mid-Market/Enterprise accounts; startup experience a plus.
• Experience owning renewal and expansion revenue targets.

Responsibilities

• Own end-to-end onboarding and implementation for Mid-Market and Enterprise accounts.
• Design and deliver training programs and enable users at all levels.
• Serve as primary contact for senior executives and operational leaders.
• Own post-onboarding lifecycle including support, health monitoring, and risk mitigation.
• Lead QBRs and strategic reviews with executive stakeholders.
• Handle renewals and expansion opportunities across the portfolio.
• Manage escalations and coordinate with Engineering for issue resolution.
• Surface customer insights to Product/Engineering to inform roadmap.
• Lead development of CS playbooks and scale processes.

Skills

Customer Success

Account Management

Implementation

Onboarding

Project Management

Mid-Market/Enterprise

Quota targets

Executive relationship management

Job description

Terial is seeking a Senior Customer Success Manager to own the post-sale journey for Mid-Market and Enterprise roofers and contractors in a high-impact, hands-on role. You will guide onboarding, implementation, and ongoing account management, while driving renewals and expansion revenue with senior executives.

You will work with cross-functional teams, travel up to 20% for key onboarding and QBR engagements, and report to the Head of Customer Success alongside the CEO.