Senior Customer Success Manager / Architect (SaaS)

Location: Remote within the United States or Canada; East Coast preferred

Company

Fast-growing SaaS company providing hands-on product experiences that help developer-first software companies accelerate product adoption and revenue.

What you will do

• Manage strategic customer portfolios and protect more than 95% gross retention.
• Own onboarding, adoption, time-to-value, and the customer journey through expansion.
• Identify churn risks, develop renewal strategies, and align executives at least 120 days before renewal.
• Drive expansion motions with account executives across Marketing, Sales, and Education use cases.
• Quantify customer value through reduced churn, increased pipeline, higher win rates, and faster onboarding.
• Build multi-threaded relationships, cultivate customer champions, and support case studies and referrals.

Requirements

• 5+ years of experience in Customer Success, Account Management, or Strategic Consulting.
• Experience managing SaaS accounts with $100K+ ARR.
• Experience selling or supporting technical products, preferably in DevOps, Data, Security, or Cloud Infrastructure.
• Comfort working with Sales Engineers and technical stakeholders.
• Strong business acumen, analytical ability, executive communication, and structured communication skills.
• Must be based in the United States or Canada.

Nice to have

• Experience supporting Marketing or DevRel teams.
• Familiarity with developer tools.
• Background in technical education or enablement.
• Sales or Sales Engineering experience.

Culture & Benefits

• Remote-first work culture.
• Competitive base salary with performance-based variable compensation tied to retention and expansion.
• Equity participation.
• High-impact, high-visibility role focused on customer-centric growth.