Senior Customer Success Manager - West Coast

Ladders; EE. UU.; A distancia; USD 171.000 - 235.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health, vision, and dental insurance

Mental health benefits

RSUs

Transparent geozone-based pay ranges

Descripción de la vacante

Ladders is seeking a Senior Customer Success Manager - West Coast to own the post-sale journey across onboarding, adoption, renewals and expansion for a technically sophisticated customer base. You will partner with customers and internal teams to drive value realization, manage risk, and ensure long-term success with proactive relationship management.

The position is remote for US-based candidates, with a compensation range of $171,200 to $235,400 annually and a focus on strategic growth within

Formación

• 5+ years in a customer-facing role, preferably in account management or customer success.
• Experience managing renewals with retention quotas.
• Familiarity with MEDDIC sales methodology.
• Strong discovery and qualification skills.
• Experience with technical products in the DevOps space.
• Ability to balance proactive and reactive customer success strategies.

Responsabilidades

• Guide customers through onboarding and product activation.
• Identify risks to adoption and develop mitigation plans.
• Provide technical guidance on best practices for implementation.
• Monitor progress toward goals and identify upsell opportunities.
• Build relationships with advocates to demonstrate value.
• Focus on renewals and expansions, forecasting agreements.
• Collaborate with internal teams to ensure success and satisfaction.

Conocimientos

Customer success

Account management

Renewals

MEDDIC

Project management

DevOps

Customer advocacy

Growth mindset

Descripción del empleo

For our client, we are seeking a Senior Customer Success Manager - West Coast to join the team of a leader in the Enterprise Technology space. This role will own the post-sale customer journey across onboarding, adoption, renewals, and expansion for a technically sophisticated customer base. You will partner closely with customers and internal teams to drive successful implementation, reduce risk, and ensure long-term value realization. The position calls for strong relationship management, commercial judgment, and a proactive approach to customer health and growth.

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

Compensation: $171,200 – $235,400 annually

Responsibilities

• Guide new customers through onboarding and successful product activation
• Proactively identify risks that may hinder customer adoption and develop mitigation strategies
• Provide technical guidance on best practices for product implementation and adoption
• Monitor customer progress toward goals and identify upsell opportunities
• Build strong relationships with customer advocates to promote the company's value
• Focus on renewals and expansions, forecasting and executing agreements in a timely manner
• Collaborate with internal teams to ensure customer success and satisfaction

Qualifications

• 5+ years in a customer-facing role, preferably in account management or customer success
• Experience managing the renewal process with accountability for retention quotas
• Strong discovery and qualification skills; familiarity with sales methodologies like MEDDIC is a plus
• Proven project management skills, ensuring timelines are met with customers and teams
• Experience with technical products, ideally in the DevOps space, interacting with developers
• Familiarity with both proactive and reactive customer success strategies
• Ability to advocate for customers while aligning with company goals

Benefits

• Health, vision, and dental insurance
• Mental health benefits
• Restricted Stock Units (RSUs)
• Transparent pay ranges based on geographic zones

Our client is an equal opportunity employer.