Senior Customer Success Manager (SaaS, Hybrid)

Job summary

This role involves managing a portfolio of high-value B2B customers, serving as a trusted advisor to drive business results and optimize customer engagement. The position requires a proactive approach to understanding customer goals and translating product usage into measurable outcomes.

Qualifications

• 5–8+ years of experience in Customer Success, Account Management, or client-facing roles
• Proven experience managing complex B2B customer relationships and strategic portfolios
• Strong track record in driving customer adoption, retention, and revenue growth
• Experience engaging with senior stakeholders and executive decision-makers
• Fluent in English; additional languages are a plus

Responsibilities

• Own and manage a portfolio of strategic customers as the primary point of contact
• Guide senior stakeholders to make informed commercial decisions
• Drive onboarding and ensure successful product adoption across various teams
• Conduct structured business reviews with senior stakeholders
• Identify opportunities for adoption, retention, and revenue expansion
• Collaborate with sales on account planning and expansion opportunities
• Maintain accurate CRM data and customer health insights

Skills

• Strong communication and relationship management skills
• Analytical mindset to translate insights into actionable recommendations
• Experience with CRM and Customer Success platforms (e.g., HubSpot)

Education

• Relevant degree or equivalent experience in a related field

Tools

• Familiarity with pricing strategy, revenue optimization, and marketing performance tools
• Experience with data-driven SaaS solutions and AI tools for customer insights