Senior Customer Success Manager, Commercial (SaaS)

Location: Chicago, IL; hybrid, with an average of 2 days per week in the local office.

Salary: OTE salary of $120,000–$150,000 USD annually, plus equity and benefits.

Company

Employee experience and performance SaaS platform serving more than 6,000 companies and 25 million employees, with offices in the US, UK, Germany, and Australia.

What you will do

• Own a portfolio of primarily Named Commercial mid-market customers with approximately 400–1,000 employees, accountable for Gross Revenue Retention and growth targets.
• Build success plans and lead customer kick-offs, QBRs, project meetings, and executive strategy reviews with HR leaders including CPOs and CHROs.
• Monitor product usage and customer health, identify risks and expansion opportunities, and execute mitigation and growth plans with Account Management and Renewals.
• Enable customers on the platform and the broader people and culture domain, translating people science insights, usage data, benchmarks, and customer goals into recommended actions.
• Coordinate internal experts across Account Management, Renewals, Account Executives, People Science, Customer Training, Implementation, Support, Product, and Engineering; document decisions and renewal progress in systems such as Vitally and Salesforce.
• Use AI-driven tools such as Gemini, Gong, and Glean, resolve escalations, coach customers through challenging conversations, advocate for customer feedback, and contribute scalable CS playbooks and improvements.

Requirements

• 3–6 years of experience in Customer Success or Account Management within SaaS, ideally including 2 years directly tied to revenue outcomes.
• Proven ability to manage 70–80+ diverse mid-market accounts and drive adoption, retention, and expansion with clear, measurable outcomes.
• Experience building multi-threaded and executive-level relationships and influencing customer commitment to initiatives, product adoption, and renewal decisions.
• Proven track record of identifying and reversing at-risk accounts through data-driven signals and value realignment.
• Ability to translate usage data, benchmarks, and people insights into clear narratives and recommended actions tied to business outcomes.
• Excellent expectation-setting, conflict management, and escalation-handling skills, with the ability to reset expectations and align on a path forward.
• Disciplined systems hygiene and portfolio management, including keeping systems of record current and communicating status, risks, and next steps.
• Collaborative, deeply curious, and ownership-minded, with demonstrated cross-functional success in mitigating risk and driving growth.
• Consultative, empathetic, and persuasive communication skills, from administrators to executives; proficiency with AI tools for workflow acceleration, customer sentiment analysis, and personalized outreach; and specific experience improving CS teams in ways tied to team and customer outcomes.

Culture & Benefits

• Hybrid collaboration model centered on working from the local office an average of two days per week.
• Equity through an Employee Share Option Program.
• Learning programs and coaching, quarterly refresh days, an extended end-of-year break, and a monthly wellbeing and lifestyle allowance.
• Inclusive parental leave from day one and five annual social impact days.
• MacBook and home-workspace setup budget; medical insurance for employees and families is available in the US and UK.