Senior Customer Success Manager
Recruiter Fit Breakdown & Candid Summary
This role is for a high-autonomy, commercially-driven CSM who can manage complex renewals and expansion opportunities without oversight.
Ideal candidates have a background in SaaS, specifically within cybersecurity or identity management, and possess strong executive presence.
This is not a support-focused role; it requires a strategic mindset, proficiency in AI-assisted workflows, and a proven track record of hitting expansion targets.
Candidates lacking experience with C-suite stakeholder management or those who require significant managerial guidance will not be a fit.
Role Responsibilities
- 1Independently manage a portfolio of complex accounts, driving value realization and renewal outcomes.
- 2Identify and advance expansion opportunities while managing commercial negotiations autonomously.
- 3Conduct high-level Executive Business Reviews (EBRs) with VP and C-suite stakeholders.
- 4Develop and document best practices and playbooks to improve team-wide KPIs.
- 5Utilize AI-assisted workflows to optimize commercial execution and customer engagement.
- 6Maintain rigorous data hygiene in Salesforce and Gainsight.
Skills Matrix
Must-Have Skills
Nice-to-Have Skills
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