Sr. Customer Success Manager

United States Digital Space LLC; Town of Boston (NY); On-site; USD 151,000 - 208,000; Full time

Job summary

United States Digital Space LLC is seeking a Sr. Customer Success Manager to support Enterprise customers, align business objectives, and drive measurable value. You will act as a trusted advisor, coordinating with cross-functional teams to deliver outcomes and expand relationships.

The role emphasizes strategic guidance, executive communication, and driving retention and renewal opportunities while navigating upsell potential across large enterprises.

Qualifications

• 5+ years of experience in a customer success, account management, or consulting role with large, complex enterprises (preferably SaaS-based technical enterprise product).
• Proven track record delivering exceptional customer experience and scalable outcomes.
• Strong relationship management and executive stakeholder development.

Responsibilities

• Develop and nurture strong C-Level relationships to understand business goals and ensure retention and ROI.
• Design and execute proactive success plans and SBRS with clear KPIs and timelines.
• Coordinate with Sales, Support, Engineering, and Product to resolve escalations and drive coordinated success motions.
• Capture and surface customer feedback to drive continuous improvement and product evolution.
• Identify new products/features to help customers adopt capabilities and realize value.
• Identify renewal risks and collaborate to remediate, ensure renewals, and spot expansion opportunities.

Skills

Customer success

Enterprise SaaS

Stakeholder management

Executive communication

Job description

**Secure Every Identity, from AI to Human

**Identity is the key to unlocking the potential of AI. the company secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence.

This is an opportunity to do career-defining work. We're all in on this mission.

About the role:

The Sr. Customer Success Manager role will play a critical part in the exciting growth and retention trajectory of the Enterprise Sector at the company. You will report to the Regional Manager, Customer Success and be responsible for complementing the company’s innovations, best practices, and capabilities with our valued customers’ business objectives and priorities. As a strategic and trusted advisor, you will shift customer mindsets, create demand for our solutions, and drive higher business value and executive alignment between the company and our customers.

The ideal candidate embodies a high-performance mindset—consistently raising the bar, turning action into traction, thriving in change, and moving fast to simplify and repeat. It requires complementing the company’s innovations, efficiencies and capabilities with our valued customers’ business objectives and priorities thereby driving higher business value and executive alignment between the company and our customers, but it also demands a leader who can navigate these constraints with urgency and an obsession for concrete outcomes. Strong problem-solving, orchestration, and consultative skills are necessary for navigating challenges, finding innovative solutions, and winning as a team.

In this role, you will:

• Deliver Customer Value: Develop and nurture strong customer and C-Level relationships to understand their business goals and needs, ensuring retention, happiness, and a significant return on investment. Cement yourself as a trusted and strategic advisor, translating complex technical concepts into actionable business outcomes.

• Drive for results: Design and execute proactive success plans and Strategic Business Reviews (SBRs) with clear goals, KPIs, and timelines—turning strategy into measurable traction.

• Win as a team: Champion customers internally and mobilize cross-functional partners across Sales, Support, Engineering, and Product to resolve escalations and lead coordinated success motions.

• Represent the customer's voice: Gather and surface feedback that drives continuous improvement, actively challenging what needs to evolve.

• Guide customers forward: Identify and communicate relevant new products and features, helping customers adopt and benefit from the company's agentic capabilities.

• Identify renewal risk and collaborate with internal teams to remediate, ensure a successful renewal, and proactively spot expansion opportunities.

You will thrive in this role if you:

• Have 5+ years of experience in a customer success, account management, or consulting role, managing relationships with large, complex enterprises (preferably working with a SaaS-based technical enterprise product).

• Have a solid track record of delivering and scaling an exceptional customer experience, choosing ambition over comfort and consistently raising your own bar.

• Demonstrate strong emotional intelligence and an elite level of relationship management and executive stakeholder development.

• Possess exceptional presentation and communication skills, particularly when engaging with C-level executives to align technical goals with business value.

• Have strong listening and analytical skills with the demonstrated ability to ask effective questions, dive deep, understand the customer’s business priorities, and anticipate their needs.

• Exhibit strong interpersonal skills and the ability to work collaboratively and cross-functionally to win as a team.

• Have good technical and problem-solving skills coupled with the ability to provide quick resolution to problems. Experience in enterprise security tools is preferred.

• Are willing to travel up to 35%.

#LI-TP2

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Below is the annual On Target Compensation (OTE) range for candidates located in California (excluding San Francisco Bay Area), Colorado, Illinois, New York and Washington. Your actual OTE, which is inclusive of base salary and incentive compensation, will depend on factors such as your skills, qualifications, experience, and work location. In addition, the company offers equity (where applicable) and benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies. To learn more about our Total Rewards program please visit:https://rewards.the company.com/us.

The annual OTE range for this position for candidates located in California (excluding San Francisco Bay Area), Colorado, Illinois, New York, and Washington is between:

$151,000—$207,900 USD

The the company Experience

• Supporting Your Well-Being

• Driving Social Impact

• Developing Talent and Fostering Connection + Community

We are intentional about connection. Our global community, spanning over 20 offices worldwide, is united by a drive to innovate. Your journey begins with an immersive, in-person onboarding experience designed to accelerate your impact and connect you to our mission and team from day one.

the company is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws.

If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding pleaseuse this Form to request an accommodation.

Notice for New York City Applicants & Employees: the company may use Automated Employment Decision Tools (AEDT), as defined by New York City Local Law 144, that use artificial intelligence, machine learning, or other automated processes to assist in our recruitment and hiring process. In accordance with NYC Local Law 144, if you are an applicant or employee residing in New York City, pleaseclick here to view our full NYC AEDT Notice.