Senior Enterprise CSM: Strategy, Growth & Adoption

Conductor; San Francisco (CA); On-site; USD 100,000 - 130,000; Full time

Job summary

Conductor is seeking a Sr. Customer Success Manager to nurture strategic relationships with enterprise customers and drive renewals and expansions. You will coordinate cross-functional teams, create success plans, and translate platform value into measurable business outcomes.

You’ll manage a portfolio of high-impact accounts, monitor KPIs, and advocate for customer needs across Sales, Marketing, and R&D. Travel to client sites may be required.

Qualifications

• Minimum of 8 years of relevant experience in Customer Success at a B2B SaaS company.
• At least two years of prior experience managing a book of business and driving success with clients.
• Experience partnering with customers on how to use technology/software.
• Experience working with digital or organic marketing teams including SEO, content, web/IT, etc. highly preferred.
• Knowledge of organic search and how SEO activities influence search engine ranking algorithms.
• Strong analytical and problem-solving skills.
• Strong customer service skills with proven ability to build and maintain relationships via zoom, telephone and email.
• 4-year College degree preferred or equivalent work experience.

Responsibilities

• Orchestrate the overall relationship with assigned customers, including helping customers achieve organic marketing objectives, growing adoption and ensuring retention.
• Establish regular cadence (Weekly, Monthly, Quarterly) with each client to review dashboards and program status.
• Cement yourself as a trusted advisor with customers and drive continued value of our products and services.
• Coordinate cross-functional teams to remediate risks and achieve customer objectives.
• Create Customer Success Strategy Plans with critical goals to meet objectives.
• Monitor and report on KPIs to internal teams and customer sponsors/executives.
• Maintain current knowledge of the Conductor platform and serve as liaison for technical inquiries.
• Train and enable users to grow platform adoption and customer campaigns.
• Provide insights on new products and features for applicability.

Skills

Customer success

Book of business

SaaS experience

SEO knowledge

Analytical skills

Communication

Travel flexibility

Education

Bachelor's degree

Tools

Gainsight

Job description

Conductor is seeking a Sr. Customer Success Manager to nurture strategic relationships with enterprise customers and drive renewals and expansions. You will coordinate cross-functional teams, create success plans, and translate platform value into measurable business outcomes.

You’ll manage a portfolio of high-impact accounts, monitor KPIs, and advocate for customer needs across Sales, Marketing, and R&D. Travel to client sites may be required.