Senior Customer Success Manager: Strategic Growth & Renewal

ChartHop, Inc.; Oregon; Hybride; USD 120 000 - 170 000; Plein temps

Résumé du poste

ChartHop, Inc. is seeking a Senior Customer Success Manager to partner with mid-market and enterprise customers, owning the relationship from onboarding through renewal and expansion. You’ll work with HR, Finance, and People leaders to drive real business outcomes, not just usage metrics.

You’ll lead risk management, renewals, and cross-functional collaboration with Product, Sales, Support, and Engineering to ensure retention, expansion, and customer success across complex workflows.

Qualifications

• 5+ years in Customer Success, SaaS consulting, or related field.
• Proven track record owning enterprise relationships, renewals, and negotiations.
• Strong executive presence — comfortable with C-suite & VP stakeholders.
• Experience with SaaS implementations and cross-functional collaboration.
• Ability to understand and consult on complex workflows across People, Finance, and Recruiting functions.

Responsabilités

• Manage a book of business of about 20-25 mid-market accounts with a few enterprise accounts.
• Build and maintain relationships with executive buyers, senior decision-makers, and multiple stakeholders across each account.
• Facilitate strategic discussions with leadership to mitigate risk and drive internal alignment.
• Initiate renewal discussions and own renewal narrative, strategy and execution.
• Drive fast, coordinated resolution of escalations and clear communication until resolution is achieved.
• Identify and mitigate risk by surfacing feedback across internal teams.
• Define and track customer success metrics tied to each customer's business goals.
• Drive adoption of retention-critical features and explore expansion opportunities.
• Serve as a product subject matter expert and workflow consultant for customers.
• Own the customer enablement strategy: onboarding, training, and admin usage.

Connaissances

Executive presence

SaaS consulting

Project management

Cross-functional collaboration

Renews & negotiations

Stakeholder management

Description du poste

ChartHop, Inc. is seeking a Senior Customer Success Manager to partner with mid-market and enterprise customers, owning the relationship from onboarding through renewal and expansion. You’ll work with HR, Finance, and People leaders to drive real business outcomes, not just usage metrics.

You’ll lead risk management, renewals, and cross-functional collaboration with Product, Sales, Support, and Engineering to ensure retention, expansion, and customer success across complex workflows.