Senior CSM- (High Growth, B2B SaaS, Automation Platform)

Remote, USA • Full-time • Posted 2026-04-04

Key Responsibilities

Own the health, retention, and growth of a large portfolio of B2B SaaS customers
Monitor product usage data, engagement signals, and health indicators to proactively identify risks and growth opportunities
Design and implement scalable engagement strategies, lifecycle programs, and digital workflows to support a broad customer base
Track, analyze, and optimize key success metrics including adoption, retention, expansion, and overall customer value
Act as a trusted advisor at scale, helping customers realize measurable business outcomes from the platform

Develop a deep understanding of customer business priorities, operational challenges, and strategic goals
Build and execute success plans aligned to customer objectives that drive long-term retention and account growth
Identify opportunities for automation, new use cases, and deeper platform adoption that expand business impact
Surface early risk signals and lead structured mitigation strategies to protect customer value and retention

Connect platform capabilities to customers’ strategic initiatives, transformation efforts, and operational goals
Own the account narrative, including the current state, future roadmap, and long-term vision for success
Build strong relationships with cross-functional stakeholders across business, technical, and executive teams
Position the company as a strategic partner and advisor rather than simply a software vendor

Use data-driven insights and storytelling to demonstrate impact, progress, and return on investment
Maintain forward momentum through structured planning, clear action plans, and measurable outcomes
Hold customers and internal teams accountable to commitments, timelines, and success milestones
Proactively remove blockers, escalate when necessary, and bring clarity to complex or ambiguous situations

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