Senior Customer Success Manager

JOB MISSION

We're looking for a Senior Customer Success Manager to join our Customer Experience team. In this role, you'll be the strategic partner our customers rely on to drive real business outcomes — not just platform adoption. You'll own the full customer relationship, from implementation handoff through renewal and expansion, and serve as a trusted advisor to HR, Finance, and People leaders at organizations of all sizes.

We will measure your success through:

- Gross Revenue Retention (GRR)

- Net Revenue Retention (NRR)

- Overall customer health and successful outcomes

- Renewal outcomes and forecasting accuracy

- Following risk mitigation frameworks and playbooks

WHAT YOU'LL OWN

Relationship & Retention

- Build and maintain strong relationships between ChartHop and executive buyers, senior decision-makers, and multiple stakeholders across each account — mapping champions, detractors, and key contacts to protect against turnover risk

- Consistently facilitate strategic discussions involving leadership to mitigate risk and drive internal alignment and focus

- Initiate renewal discussions and fully own renewal narrative, strategy and execution

- Drive and facilitate fast, coordinated resolution of escalations — flagging risks early, delegating internally, and communicating clearly until resolution is achieved

- Proactively identify and mitigate risk before it compounds by surfacing feedback across internal teams and actioning information

Value & Adoption

- Define and track customer success metrics tied to each customer's business goals — not just platform usage

- Ensure successful outcomes on key use cases and planning cycles; validate impact through retros (formal or informal)

- Drive adoption of retention-critical features and identify opportunities to expand accounts through additional modules or deeper use of contracted modules

- Serve as a product subject matter expert and workflow consultant — helping customers construct their desired workflows while owning final review to prevent data exposure risks or configuration gaps

- Own the customer enablement strategy: onboard, train, and coach customers to operate ChartHop independently as admins and users, supported by enablement documentation

Strategic Oversight

- Own the implementation-to-CSM handoff, absorbing full account context to ensure continuity

- Be the structured voice of the customer internally — bringing product feedback, trends, and insights to Product and Engineering

- Partner closely with Sales, Support, and Product to drive customer outcomes through clear, direct communication

REQUIREMENTS

- 5+ years in Customer Success, SaaS consulting, or a related field

- Proven track record of owning enterprise customer relationships, including renewals and commercial negotiations

- Strong executive presence — comfortable managing relationships with C-suite and VP-level stakeholders

- Experience with SaaS implementations, project management, and cross-functional collaboration

- Ability to understand and consult on complex workflows across People, Finance, and Recruiting functions

- Proficiency translating customer needs into product feedback and strategic recommendations

- Experience at a high-growth startup (nice to have) Application deadline: Monday October 26th

Although we list what we generally look for, we are very likely missing other attributes and skills that you have that could make you a great addition, but are not currently listed. Research has shown this especially applies to women and other marginalized groups, who tend to apply only if they check 100% of every box, while others apply when they meet roughly 60%. The point: it does not hurt to take a chance and apply. We are an inclusive employer and value diversity at our company.