Senior Customer Success Manager (SaaS)

Location: Salt Lake City, Utah, USA

Company

Develops a SaaS platform that helps companies recover digital revenue and combat counterfeiting, piracy, impersonation, and distribution abuse.

What you will do

• Own and manage a renewal book of business while acting as a strategic advisor to customers.
• Monitor product adoption using customer data, metrics, and industry trends, and implement strategies that increase product usage.
• Lead renewal negotiations from requirements gathering through agreement finalization, including executive-level discussions.
• Identify and execute expansion opportunities, helping customers reach success milestones and increase their spend.
• Represent customer needs in cross-functional product discussions and advocate for feature improvements.
• Build expertise in intellectual property and brand protection trends, practices, and industry developments.

Requirements

• Bachelor’s degree in Law, Business, Finance, IT, or a related discipline.
• 3–4 years of experience in customer management, professional services, onboarding and implementation, or other customer-facing roles, preferably in a SaaS technology organization.
• Experience managing a book of business, forecasting, achieving quotas, and delivering consistent commercial results.
• Strong negotiation experience, including upsells and identifying account expansion opportunities.
• Excellent communication, presentation, active listening, relationship management, multitasking, and prioritization skills.
• Ability to understand and interpret data, work with technical issues, and communicate effectively with technical stakeholders.

Nice to have

• Experience with Gainsight and Salesforce.
• Previous experience in a similar role for a software solution.
• Background in Intellectual Property Law.
• Equivalent combination of education and experience.

Culture & Benefits

• Full-time employment in a flexible, fast-paced startup environment.
• Employer-paid medical, dental, and vision insurance plans, plus One Medical membership.
• Mental health, wellness, fertility, family planning, and parental leave benefits.
• 401(k) contribution matching and paid parking at a WeWork location.
• Individualized development plans, learning opportunities, and team-building events.
• Work environment designed to support work-life balance.