Senior Customer Success Manager

TL;DR

Senior Customer Success Manager (SaaS): Oversee customer lifecycle including launches, adoption, renewals, and expansions for AI-powered behavior change platform with an accent on executive relationships and value realization. Focus on managing complex high-revenue accounts, driving cross-functional alignment, and mitigating risks for retention and growth.

Location: Remote (United States)

Salary: $125,000-$150,000

Company

Leading behavior change technology company founded by Arianna Huffington, helping individuals and organizations improve well-being, performance, and resilience with AI-powered Microsteps platform adopted by 125+ organizations in 140 countries.

What You’ll Do

• Own portfolio of customers across lifecycle, including renewals, expansions, and launches
• Lead executive-facing QBRs and drive strategic alignment in multi-stakeholder organizations
• Forecast renewals/expansions with Sales, manage timelines, risks, and readiness
• Partner cross-functionally for adoption, engagement, and value realization
• Escalate risks, represent voice of customer, and contribute to CS playbooks/processes
• Proactively identify patterns to influence CS strategy and operating model

Requirements

• BA/BS or relevant experience; 7-10+ years in customer success, ideally 2+ years at SaaS company
• Experience deploying complex company-wide engagements and managing $100k-$5M deals
• Track record of building long-term relationships, high NPS, low churn
• Strong communication, analytical, problem-solving, project management skills
• Experience with Salesforce, G-Suite, Microsoft products, Zoom
• Passion for well-being, productivity, neuroscience, psychology

Nice to have

• Working knowledge of Coda, Looker, or other data/customer management tools

Culture & Benefits

• Mission-driven impact on global well-being
• Career growth opportunities and shaping company strategy
• Human-centric culture with wellness perks
• Competitive compensation including salary, bonus, equity
• Health benefits: medical, dental, vision, 401(k) with match
• Generous PTO including unique Thrive Time for recharge after intense periods