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Role Description

We're looking for a Senior Customer Success Manager to join our Customer Experience team. In this role, you'll be the strategic partner our customers rely on to drive real business outcomes — not just platform adoption. You'll own the full customer relationship, from implementation handoff through renewal and expansion, and serve as a trusted advisor to HR, Finance, and People leaders at organizations of all sizes.

We will measure your success through:

• Gross Revenue Retention (GRR)
• Net Revenue Retention (NRR)
• Overall customer health and successful outcomes
• Renewal outcomes and forecasting accuracy
• Following risk mitigation frameworks and playbooks

What You'll Own

• Relationship & Retention
  • Build and maintain strong relationships between ChartHop and executive buyers, senior decision-makers, and multiple stakeholders across each account — mapping champions, detractors, and key contacts to protect against turnover risk.
  • Consistently facilitate strategic discussions involving leadership to mitigate risk and drive internal alignment and focus.
  • Initiate renewal discussions and fully own renewal narrative, strategy and execution.
  • Drive and facilitate fast, coordinated resolution of escalations — flagging risks early, delegating internally, and communicating clearly until resolution is achieved.
  • Proactively identify and mitigate risk before it compounds by surfacing feedback across internal teams and actioning information.
• Value & Adoption
  • Define and track customer success metrics tied to each customer's business goals — not just platform usage.
  • Ensure successful outcomes on key use cases and planning cycles; validate impact through retros (formal or informal).
  • Drive adoption of retention-critical features and identify opportunities to expand accounts through additional modules or deeper use of contracted modules.
  • Serve as a product subject matter expert and workflow consultant — helping customers construct their desired workflows while owning final review to prevent data exposure risks or configuration gaps.
  • Own the customer enablement strategy: onboard, train, and coach customers to operate ChartHop independently as admins and users, supported by enablement documentation.
• Strategic Oversight
  • Own the implementation-to-CSM handoff, absorbing full account context to ensure continuity.
  • Be the structured voice of the customer internally — bringing product feedback, trends, and insights to Product and Engineering.
  • Partner closely with Sales, Support, and Product to drive customer outcomes through clear, direct communication.

Qualifications

• 5+ years in Customer Success, SaaS consulting, or a related field
• Proven track record of owning enterprise customer relationships, including renewals and commercial negotiations
• Strong executive presence — comfortable managing relationships with C-suite and VP-level stakeholders
• Experience with SaaS implementations, project management, and cross-functional collaboration
• Ability to understand and consult on complex workflows across People, Finance, and Recruiting functions
• Proficiency translating customer needs into product feedback and strategic recommendations
• Experience at a high-growth startup (nice to have)