Senior Customer Success Manager (Remote - MA)

Nodes & Links; Boston (KY); On-site; USD 140,000 - 155,000; Full time

Benefits offered by this job

Equity in Nodes & Links

Health insurance

401(k) plans

Remote work budget

Personal development budget

Annual workation trip

Wedding/partnership leave

Job summary

Nodes & Links seeks a Senior Customer Success Manager to lead enterprise customer relationships across the US, focusing on onboarding, adoption, retention, renewals and expansion.

You will manage a portfolio of enterprise accounts post-sale, coordinate onboarding and implementation, and build success plans aligned with customer goals and measurable outcomes. This role emphasizes cross-functional collaboration and proactive engagement.

Qualifications

• 5+ years in a customer-facing role (CSM, Senior CSM, TAM, AM, or IM).
• Experience managing Enterprise SaaS customers.
• Strong onboarding, adoption, retention, and renewal track record.
• Excellent stakeholder management with senior contacts.
• Strong written and verbal communication.
• Proactive, commercially minded and customer-focused.

Responsibilities

• Manage a portfolio of enterprise customer accounts as the main post-sales contact.
• Lead onboarding and implementation activities to set customers up for success.
• Build success plans tied to customer goals, adoption and measurable outcomes.
• Run regular customer meetings, business reviews and value conversations with key stakeholders.
• Monitor customer health, product usage and engagement to identify risks and opportunities early.
• Drive renewals and support expansion opportunities across existing accounts.
• Act as the voice of the customer internally, sharing feedback with Product and Engineering.
• Work closely with cross-functional teams to resolve issues and improve the customer journey.

Skills

Enterprise SaaS

Onboarding

Renewals

Stakeholder mgmt

Communication

Proactive mindset

Job description

Company Overview

We are developing an AI‑first SaaS platform that helps enterprise customers manage and prioritise large projects such as nuclear plants, data centres and infrastructure developments.

Role Summary

Senior Customer Success Manager – leads relationships with enterprise customers across the US, focusing on onboarding, adoption, retention, renewals and expansion.

Responsibilities

• Manage a portfolio of enterprise customer accounts as the main post‑sale contact.
• Lead onboarding and implementation activities to set customers up for success.
• Build success plans tied to customer goals, adoption and measurable outcomes.
• Run regular customer meetings, business reviews and value conversations with key stakeholders.
• Monitor customer health, product usage and engagement to identify risks and opportunities early.
• Drive renewals and support expansion opportunities across existing accounts.
• Act as the voice of the customer internally, sharing feedback with Product and Engineering.
• Work closely with cross‑functional teams to resolve issues and improve the customer journey.

Qualifications

• At least 5 years of experience in a customer‑facing role such as Customer Success Manager, Senior Customer Success Manager, Technical Account Manager, Account Manager or Implementation Manager.
• Experience managing Enterprise SaaS customers.
• Strong track record in onboarding, adoption, retention and renewal management.
• Excellent stakeholder management skills, including confidence working with senior customer contacts.
• Strong written and verbal communication skills.
• Proactive, commercially minded and customer‑focused approach.

Additional Desired Experience

• Experience in construction, infrastructure, project controls or related industry.
• Familiarity with Primavera P6 or similar planning tools.
• Experience working with complex workflows, data‑driven platforms or technical SaaS products.
• Exposure to QBRs, executive reporting and value‑led account management.

Location

Massachusetts, Remote

About Us

• Hard working but not workaholic
• Explorers – data is our compass and innovation our destination
• Independent thinkers – we are not afraid of looking where no one else is
• Team players – we believe the whole is bigger than the sum of its parts
• We have strong opinions, weakly held
• Continuously evolving the way we do things.

EEO Statement

Nodes & Links is an equal opportunity employer: we value diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

Benefits

Besides a competitive salary starting at $140,000‑$155,000, we also offer the following:

• Equity in Nodes & Links
• Health insurance and 401(k) plans
• Remote work budget ($500 in year 1, $100 in year 2)
• Personal development budget ($1,000 per annum)
• Annual workation trip with teammates
• Additional leave for wedding or civil partnership