Sr. Customer Success Manager

Ladders; United States; Remote; USD 115,000 - 135,000; Full time

Benefits offered by this job

Engaging work environment

Strong team culture

Inclusive environment

Job summary

Ladders seeks a Sr. Customer Success Manager to own a portfolio of enterprise accounts, driving retention, expansion and long-term value across a complex customer base.

You will develop multi-year success plans, partner with executive stakeholders, and collaborate cross-functionally to align outcomes with growth. A key focus is identifying risk early, demonstrating ROI, and leading business reviews that reinforce value and support digital transformation goals.

Qualifications

• 8-12 years of experience in Customer Success, Account Management, or Enterprise SaaS sales.
• Bachelor's degree preferred; certifications in Customer Success or negotiation are a plus.
• Proven track record in achieving commercial targets, including NRR and renewals.
• Experience managing complex enterprise accounts post-implementation.
• Strong commercial acumen with skills in negotiations and forecasting.
• Exceptional communication skills to influence C-level stakeholders.
• Fluency with AI tools and technologies for portfolio management.

Responsibilities

• Own account strategies for a $5M+ ARR portfolio of 20-25 enterprise accounts.
• Develop multi-year success plans aligned with customers' digital transformation goals.
• Build trusted relationships with executive stakeholders across various departments.
• Identify and address risks related to churn and executive disengagement.
• Lead executive business reviews to demonstrate ROI and connect to business outcomes.
• Own an expansion quota, identifying and closing upsell opportunities.
• Collaborate cross-functionally to drive customer outcomes and commercial growth.

Skills

Customer Success

Negotiation

Forecasting

Communication

AI tools

Education

Bachelor's degree

Job description

For our client, we are seeking a Sr. Customer Success Manager to join the team of a leader in the Enterprise Technology space.

This role will own a portfolio of enterprise accounts, driving retention, expansion, and long-term customer value across a complex customer base.

You will develop multi-year success plans, partner with executive stakeholders, and collaborate cross-functionally to align customer outcomes with commercial growth.

A key focus will be identifying risk early, demonstrating ROI, and leading business reviews that reinforce value and support digital transformation goals.

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

Compensation: $115,000 – $135,000 annually

Responsibilities

• Own account strategies for a $5M+ ARR portfolio of 20-25 enterprise accounts
• Develop multi-year success plans aligned with customers' digital transformation goals
• Build trusted relationships with executive stakeholders across various departments
• Identify and address risks related to churn and executive disengagement
• Lead executive business reviews to demonstrate ROI and connect to business outcomes
• Own an expansion quota, identifying and closing upsell opportunities
• Collaborate cross-functionally to drive customer outcomes and commercial growth

Qualifications

• 8-12 years of experience in Customer Success, Account Management, or Enterprise SaaS sales
• Bachelor's degree preferred; certifications in Customer Success or negotiation are a plus
• Proven track record in achieving commercial targets, including NRR and renewals
• Experience managing complex enterprise accounts post-implementation
• Strong commercial acumen with skills in negotiations and forecasting
• Exceptional communication skills to influence C-level stakeholders
• Fluency with AI tools and technologies for portfolio management

Benefits

• Engaging work environment that encourages continuous learning and growth
• Strong team culture and regular social activities
• Opportunity to work with prestigious brands across various industriesInclusive environment where every voice is valued and heard

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.