Strategic Senior Customer Success Manager

Customer.io; EE. UU.; A distancia; USD 117.000 - 143.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equity grant

Healthcare coverage

Parental leave

Unlimited PTO

Remote work stipend

Development budget

Descripción de la vacante

Customer.io is seeking a Senior Customer Success Manager, Strategic for our Americas team. You’ll guide 20–35 strategic customers, each with ARR above $100k, from onboarding through renewal, linking platform use to business outcomes and revenue goals.

You will lead executive reviews, collaborate with Account Managers, and drive renewals and expansion while advocating for customer value across Product and Engineering. This role is US/Canada-based with travel flexibility.

Formación

• 5+ years of enterprise CSM experience in SaaS.
• Experience renewals, upsell, or expansion with gross retention awareness.
• Strategic, consultative skills with executive-facing reviews and partnership oversight.

Responsabilidades

• Manage a book of roughly 20 to 35 Strategic customers, each above $100k ARR, guiding onboarding, adoption and long-term success.
• Link platform use to measurable business outcomes; track renewal rate and growth dollars across your book.
• Partner with Account Managers to spot and qualify expansion opportunities, shape renewal strategy, and align customer value with revenue goals.
• Lead quarterly and executive business reviews, including onsite EBRs, and build mutual success plans with senior stakeholders.
• Build relationships with multiple stakeholders in each account, including leaders above the day-to-day decision maker.
• Read account risk closely; identify signals and decide on next steps, including managing escalations.
• Discuss technical needs with users, then elevate to strategic impact with executive sponsors and provide recommendations to sustain renewals.
• Act as a bridge between CS, Technical Support, Product, and Engineering, advocating for customers and bringing fresh perspectives.

Conocimientos

Enterprise CSM

Account management

Renewals

Upsell

Strategic partnerships

Herramientas

APIs

Integrations

Data models

Descripción del empleo

Customer.io is seeking a Senior Customer Success Manager, Strategic for our Americas team. You’ll guide 20–35 strategic customers, each with ARR above $100k, from onboarding through renewal, linking platform use to business outcomes and revenue goals.

You will lead executive reviews, collaborate with Account Managers, and drive renewals and expansion while advocating for customer value across Product and Engineering. This role is US/Canada-based with travel flexibility.