JOB MISSION 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 - Your book of business will be a book of approximately 20-25 accounts mostly in mid-market segment with a few enterprise accounts. - 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 REQUIREMENTS - 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) Application deadline: Monday October 26th Although we list what we generally look for, we are very likely missing other attributes and skills that you have that could make you a great addition, but are not currently listed. Research has shown this especially applies to women and other marginalized groups, who tend to apply only if they check 100% of every box, while others apply when they meet roughly 60%. The point: it does not hurt to take a chance and apply. We are an inclusive employer and value diversity at our company.