Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Managing a portfolio of B2B customers to drive retention and long-term value realization with an accent on proactive renewal strategies and churn mitigation. Focus on aligning success metrics with business outcomes and leveraging usage data to ensure ROI.

Location: Hybrid (San Francisco, CA). Office presence required Tuesday, Wednesday, and Thursday.

Salary: $105,000 – $123,000

Company

A customer operations platform built for B2B complexity, helping companies like Uber Freight, Navan, and Stripe scale their customer-facing work.

What you will do

• Own the end-to-end lifecycle for a book of business, driving successful renewals and forecasting.
• Execute renewal strategies 90–120 days in advance, identifying and mitigating risks.
• Build relationships with key stakeholders to align on measurable success metrics and business outcomes.
• Monitor product usage and engagement to proactively address adoption gaps.
• Lead strategic business reviews to reinforce value and surface growth opportunities.
• Maintain account health documentation and advocate for customer needs internally.

Requirements

• 3-5 years in Customer Success or a similar client-facing role in a B2B SaaS environment.
• Proven experience owning renewals and retention metrics.
• Strong commercial instincts and comfort leading contract conversations.
• Ability to interpret usage data and translate it into actionable insights.
• Excellent communication and stakeholder management skills.
• Must be based in San Francisco, CA to support the hybrid office model.

Nice to have

• Experience in a high-growth startup environment.
• Experience managing mid-market or enterprise accounts.
• Familiarity with CRM and CS platforms such as Salesforce or Gainsight.

Culture & Benefits

• Competitive salary and equity in a post-series D company.
• Private health insurance and paid parental leave.
• Flexible time off policy and mental health support via Workplace Options.
• $100 monthly lifestyle stipend for fitness, health, and wellness.
• Wellness Days and a guaranteed winter break between Christmas and New Year's.