Senior Customer Success Manager, Strategic (SaaS)

Location: United States - Remote

Salary: $76,500–$81,000 USD annually for Zone 1 (National Average); compensation varies by geo zone, experience, and qualifications.

Company

An all-in-one EHR platform for independent healthcare practices, connecting electronic health records, billing, automation, telehealth, and marketing tools.

What you will do

• Manage a high-value portfolio of complex customers and drive long-term retention and value realization.
• Build value frameworks and strategic adoption plans tied to measurable customer outcomes.
• Use customer health analytics to identify risks, recommend interventions, and uncover expansion opportunities.
• Lead high-risk renewals, stakeholder alignment, objection handling, escalations, and strategic narratives.
• Collaborate with Product, Marketing, Support, and Customer Success leadership on feedback, playbooks, and post-launch improvements.
• Mentor new Customer Success Managers and model best practices in communication, documentation, strategy, and renewal management.

Requirements

• 5+ years of experience managing high-value, complex customers in a SaaS or technology environment.
• Strong product and industry knowledge with the ability to turn customer needs into strategic recommendations and influence roadmap discussions.
• Advanced executive communication and data-driven storytelling skills.
• Experience independently managing escalations, high-risk renewals, retention metrics, and expansion quotas.
• Demonstrated leadership through mentoring, cross-functional collaboration, and process or playbook improvements.
• Strong analytical, problem-solving, strategic-thinking, and ambiguity-navigation skills.

Culture & Benefits

• Remote work for employees in the United States.
• Healthcare benefits and variable pay opportunities for eligible employees.
• Discounts on work-from-home equipment through Dell.
• Wellness, fitness, and mental health resources through Gympass and the Telus Employee Assistance Program.
• Values centered on customer focus, simplicity, entrepreneurship, collaboration, and celebrating success.