Senior Enterprise CSM: Drive Retention, Growth & Exec Value

HR Tech Job; San Francisco (CA); On-site; USD 140,000 - 190,000; Full time

Job summary

HR Tech Job is seeking a Senior Customer Success Manager to support Enterprise customers (1,000+ users) through strategic partnership, proactive risk management, and value-led customer success. In the new GTM pod model, you’ll partner closely with Sales and Renewals to align on account strategy, deliver a coordinated customer experience, and own customer outcomes.

You’ll lead executive conversations with CHROs, CPOs, and other leaders, using AI-enabled insights to scale and improve the customer

Qualifications

• Experience managing Enterprise-scale B2B SaaS portfolios.
• Track record of owning GRR and NRR with strong customer outcomes.
• Proven ability to lead data-informed, value-based conversations with executives.
• Proactive risk management and cross-functional collaboration in a pod model.

Responsibilities

• Own a scalable Enterprise portfolio of 70-85 customers totaling $3.5M ARR.
• Collaborate with Sales, Renewals, and pod leaders to drive full revenue lifecycle.
• Drive GRR and NRR through strategy reviews, adoption planning, and risk management.
• Lead strategic conversations with executives (CHROs, CPOs, etc.) to validate renewal intent.
• Leverage AI-enabled workflows to surface insights and scale engagement.

Skills

Enterprise SaaS

Executive communication

Risk management

Account strategy

Cross-functional collaboration

AI in CX

GTM pod model

Customer success

Tools

Vitally

DLCX

Job description

HR Tech Job is seeking a Senior Customer Success Manager to support Enterprise customers (1,000+ users) through strategic partnership, proactive risk management, and value-led customer success. In the new GTM pod model, you’ll partner closely with Sales and Renewals to align on account strategy, deliver a coordinated customer experience, and own customer outcomes.

You’ll lead executive conversations with CHROs, CPOs, and other leaders, using AI-enabled insights to scale and improve the customer