Senior Manager of Customer Success Job at CaptivateIQ (Austin)

Senior Customer Success Manager / Account Manager

We are looking for an experienced and hands-on Senior Customer Success Manager/A...

Location

United Kingdom , London

Salary:

55000.00 - 70000.00 GBP / Year

Xelix

Expiration Date

Until further notice

Requirements

At least 3 years of relevant experience in Customer Success and/or Sales and/or Project Management in a fast-paced tech company
Ample experience in managing complex enterprise customers, involving six-figure ACVs and engagement at senior levels
Proven track record of identifying at-risk customers and driving complex resolution plans
Proven success in managing cross-sells, upsells and renewals without assistance
Speedy learner with the ability to grasp new technologies, product features & processes quickly
Good time manager & well-practised at prioritization
Clear and accurate verbal and written communication skills
Strong attention to detail, with experience managing multiple complex work streams at once
Confident, high energy and personable with proven success of building relationships
Robust analytical and problem-solving skills

Job Responsibility

Act as a consultant to some of our highest-tier customers
building CSPs, monitoring value realisation and preparing & presenting success metrics to C-Suite
Develop a deep understanding of a customer’s business priorities, objectives, challenges, architecture, and roadmap
Consistently monitoring customer health & engagement
Proactively identifying churn risk and engaging internal stakeholders
Build relationships with multiple contacts within each customer
Proactively triage technical and non-technical queries and identify solutions with efficiency
Administer renewals and reduce churn while promoting the upsell of new Xelix products and expanding contract values
Act as the voice of the customer internally and work closely with the Product team
Communicate product deliverables and timelines to customers

What we offer

Commission
27 days of annual leave (including 3 days Christmas closing), with the option to roll over 3 days
Hybrid working with two days a week from our dog-friendly Hoxton office and on-site gym
Comprehensive private medical & dental cover with Vitality
Enhanced parental leave pay
Learning & development culture – £500 personal annual budget
We’re carbon-neutral and are working towards ambitious carbon reduction goals
Lots of team socials & activities
Annual team retreat

Fulltime

Senior Customer Success Manager

Luma's mission is to build multimodal AI to expand human imagination and capabil...

Location

United States , New York

Salary:

124000.00 - 155000.00 USD / Year

Luma AI

Expiration Date

Until further notice

Requirements

5–8 years of relevant experience in Customer Success, Account Management, Strategic Accounts, or a closely related client-facing function, with a track record of owning complex, high-value customer relationships
A senior IC who has demonstrably led scoped projects or workstreams with minimal oversight and meaningful cross-functional impact
Capable of informally mentoring and upleveling junior teammates — through coaching, reviewing their work, modeling craft, and pulling them through hard situations
Strong systems thinker: can spot patterns across accounts, design processes that scale, and integrate CS work into the broader product and GTM architecture
Hands-on operator at heart — still motivated to roll up your sleeves and run the work, not just direct it
Exceptional communicator who can navigate executive conversations, hold the room with technical partners, and translate customer feedback into clear, actionable input for Product and Engineering
Comfortable operating with high autonomy in an ambiguous, fast-evolving environment
Strong sense of ownership and judgment — you make the call when the playbook does not exist, and you escalate cleanly when it should

Job Responsibility

Own a portfolio of Luma's enterprise accounts, driving adoption, retention, and expansion with minimal oversight
Build and maintain executive-level relationships within your accounts — operating as a strategic advisor, not just a point of contact
Run the full enterprise CS motion: structured onboarding, success planning, executive business reviews, renewal management, and expansion identification
Lead scoped customer success initiatives end-to-end — executive business review programs, customer health frameworks, onboarding journeys for new customer segments, technical enablement programs
Informally mentor and coach CSMs through account reviews, customer escalations, and day-to-day craft — modeling what great looks like without formal management accountability
Serve as a senior voice of the customer to Product, Engineering, Research, and GTM leadership — synthesizing patterns across accounts into clear, prioritized input that influences roadmap and strategy
Diagnose and resolve complex, ambiguous customer problems where no established playbook exists — and codify the resulting solutions into repeatable practices for the team
Define and refine core CS processes — account segmentation, success planning, QBRs, renewals, escalation paths — as the function scales
Partner cross-functionally with Sales, FDC, Solutions, Product, and Engineering to integrate CS work into Luma's broader GTM motion
Run point on high-stakes customer escalations and executive-level relationships, including technical deep dives and strategic alignment conversations

Fulltime

Senior Customer Success Manager

We are looking for a Senior Customer Success Manager to own and grow a portfolio...

Location

United States , Las Vegas

Salary:

Not provided

ChargerGoGo

Expiration Date

Until further notice

Requirements

7+ years of experience in Customer Success, Strategic Account Management, Enterprise Account Management, Partnerships, or a related customer-facing revenue role
Proven track record of driving expansion revenue within existing accounts
Experience managing multi-location, enterprise, franchise, venue, retail, hospitality, or distributed account structures
Strong commercial judgment and ability to identify growth opportunities within complex accounts
Strong analytical ability, with experience translating performance data into practical customer recommendations
Experience leading executive-level customer conversations, QBRs, or strategic business reviews
Excellent communication, presentation, negotiation, and relationship-management skills
Ability to work cross-functionally with Sales, Operations, Finance, Marketing, Advertising, and executive leadership
Strong organizational skills and ability to manage multiple accounts, priorities, risks, and follow-ups
Comfortable working in a fast-paced, growth-stage environment with evolving processes and priorities

Job Responsibility

Manage a portfolio of strategic accounts, including venue groups, enterprise chains, high-revenue operators, and distribution partners
Build strong relationships with customer stakeholders across Operations, Marketing, Finance, and executive leadership
Lead customer performance conversations, Executive Business Reviews, and Quarterly Business Reviews
Develop account plans that identify retention risks, expansion opportunities, stakeholder priorities, and revenue growth strategies
Drive expansion opportunities, including additional location rollouts, additional units per site, premium placements, and broader enterprise penetration
Analyze performance metrics such as revenue per unit, usage trends, uptime, downtime, deployment status, and account-level revenue growth
Identify underperforming locations or units and recommend practical solutions to improve results
Partner with Operations to support deployment execution, uptime, maintenance priorities, and customer escalations
Collaborate with Sales on expansion strategy and account growth opportunities
Work with Finance to support revenue-share accuracy, reporting clarity, and customer-facing financial discussions

Fulltime

Senior Customer Success Manager

With very limited direction, the Senior Customer Success Manager delivers post-s...

Location

United States , New York

Salary:

128000.00 - 161000.00 USD / Year

BlackLine

Expiration Date

Until further notice

Requirements

Years of Experience in Related Field Domain expertise - 7+ years of experience in accounting/auditing and/or in accounting/auditing/financial industry software solutions
Prior experience as a Controller and/or Director or Finance
Education: Bachelor's degree in Accounting, Economics or Business Administration Master of Business Administration or equivalent
5+ years BlackLine experience required or equivalent
6 Years Customer facing experience (internal or external)
CPA, CIA or related professional accounting certification
Updated knowledge of current accounting practices and changes in the industry
Knowledge of Gainsight, Salesforce CRM, etc.
Ability to deal with changing priorities and high-pressure situations with poise diplomacy and tact
Highly process-oriented mindset, with a love of telling stories with data

Job Responsibility

Deliver on Customer Success program strategy specifically associated with BlackLine onboarded customer as it relates to assigned customers
Track, validate, and provide feedback to AM team to ensure the customer moves through the entire BlackLine journey after initial contract implementation
Deliver actionable advice, coaching and expertise regarding the features and usage of BlackLine's solutions to increase product adoption and to assist the Account Management team in license expansion
Expertly educate clients on existing and new product features and functionality, and how it can contribute to their business objectives
Perform Success Planning activities (Business Reviews, Success Reviews and Success Path creation) for onboarded clients to ensure BlackLine understands their corporate goals and objectives and the client understands their usage and the path forward to gain more efficiency with the solutions
Continually communicate BlackLine value to customer through the entire customer journey
Work as a team with sales executives and other departments on account planning focused on account expansion, reduction of license and product adoption whitespace, increased customer sentiment, and reduced churn risk
Perform effective, Success Reviews, Business Reviews, Success Reviews, customer advocacy activities, solution coaching and other adoption deliverables via webcasts, teleconferences and/or onsite visits
Address assigned client activities' impact on BlackLine and provide best practices. Includes, but not limited to organizational changes, global rollout, and ERP changes. Ensure ERP changes that result in risk of churn or attrition is document
Keep current on all BlackLine solutions, including detailed product functionality and its proper use

What we offer

short-term and long-term incentive programs
robust offering of benefit and wellness plans

Fulltime

Senior Customer Success Manager

As a Senior Customer Success Manager, you will own customer adoption, retention,...

Location

United States

Salary:

Not provided

Intentwise

Expiration Date

Until further notice

Requirements

5+ years in Customer Success or Account Management
Proven record in retention, renewals, and growth
Passion for high-growth SaaS and customer experience
Strong execution mindset and collaborative spirit
Bachelor’s degree in Business or a related field
Customer-Centric Approach
Collaboration, Communication and Teamwork
Entrepreneurial Mindset
Customer First

Job Responsibility

Own customer adoption, retention, and growth at Intentwise
Drive measurable impact through GRR, NRR, and churn while ensuring clients unlock full value from our platform
Build and manage strategic customer relationships
Drive adoption, upsell, and expansion opportunities
Act as the customer’s advocate across Product, Sales & Marketing
Anticipate risks and resolve issues proactively
Travel to our customers office or conferences when needed

What we offer

Opportunity to work with cutting-edge data platforms and AI tools
Collaborative, learning-oriented environment
Chance to shape analytics strategy for some of the biggest names in retail media

Fulltime

Senior Customer Success Manager

The role of the Senior Customer Success Manager (CSM) will be accountable for dr...

Location

Bangladesh , Dhaka

Salary:

Not provided

Optimizely

Expiration Date

Until further notice

Requirements

Knowledge of CRM tools such as Salesforce and Gainsight
5+ years of experience in client-facing roles
High energy and enthusiasm for internet marketing and related digital disciplines
Strong drive to achieve top results, adapt to changing customer needs, and break through barriers
Customer-focused mindset with a strong alignment to revenue growth
Proven success leveraging strong oral, written, and presentation skills to achieve results
Solid technical and commercial understanding
Ability to work independently and manage multiple projects effectively
Strong negotiation and problem-solving skills
Passion for people, initiative-taking, and willingness to go the extra mile

Job Responsibility

Actively prospect within the customer base to grow recurring revenue
Upsell Education and Expert Services and cross-sell additional products
Achieve and exceed sales objectives within assigned accounts and territories
Engage, strategize, and build strong relationships with senior-level executives at client companies
Manage the renewal pipeline and provide timely, accurate forecasting reports
Maintain professional and technical knowledge of Optimizely’s Commerce products
Proactively conduct client research and share industry-specific insights
Deliver tailored sales presentations to align products and services with customer needs
Identify, develop, and maintain long-term, constructive, and effective client relationships
Maintain regular communication with clients through QBRs and scheduled meetings to align on account direction and project management matters

What we offer

Best-in-class compensation plans
Two annual festival bonuses
Recognition and rewards programs
Vacations days
Annual Work/Service Anniversary Leave
Parental leave (both maternity and paternity)
Health insurance
Reproductive benefits for both parents
Volunteering opportunities to make a difference
Chance to work alongside our incredible global team

Fulltime

Senior Customer Success Manager

As Luma’s platform adoption accelerates across enterprises and the creative netw...

Location

United States , San Francisco Bay Area

Salary:

Not provided

Luma AI

Expiration Date

Until further notice

Requirements

5–10+ years experience in Strategic Account Management, Enterprise Sales, or commercial Customer Success within SaaS, AI or enterprise technology
Proven track record of driving expansion and growth within large, complex accounts
Strong commercial mindset, with the ability to identify and execute revenue opportunities
Comfortable working with data, dashboards and usage metrics to inform decision-making
Able to navigate and influence multiple stakeholders across large organisations
Highly proactive, with a bias towards action and ownership of outcomes
Comfortable operating in fast-moving, ambiguous environments

Job Responsibility

Own a portfolio of strategic accounts, with responsibility for expansion and long-term account growth
Identify and execute opportunities to increase usage across teams, geographies and use cases
Build strong, multi-threaded relationships across technical, operational and executive stakeholders
Own and interpret usage data, identifying trends, spikes and drop-offs across accounts
Translate usage insights into clear, proactive growth strategies
Partner with product and engineering teams to unlock new use cases and remove adoption blockers
Lead account planning, expansion strategy and commercial conversations within your accounts
Contribute to renewals and long-term account strategy, ensuring accounts continue to grow over time

Fulltime

Senior Customer Success Manager

As a Rapid 7 Senior Customer Success Manager (CSM), you will act as a trusted ad...

Location

United States , Boston

Salary:

88700.00 - 119900.00 USD / Year

Rapid7

Expiration Date

Until further notice

Requirements

5-6+ years of Customer Success, Account Management, or Consulting experience, ideally from a high tech or SaaS company – ideally cyber security – where you developed strategies and plans on assigned accounts to fully leverage technology solutions
Excellent written and verbal skills
Excellent interpersonal and communication skills
Prior technology deployment and configuration experience
Experience with security frameworks and concepts
Excellent project management and prioritization abilities
Mastery of technical concepts and experience advising customers on how to best use and adopt the platform for faster Return on Investment (ROI)
Problem-solving mentality with the ability to navigate complex situations
Industry-related certifications i.e. A+, Network+, Sec+, Cloud+, CCSP, etc.is a plus

Job Responsibility

Develop and maintain strong, long-lasting relationships with key stakeholders, including technical teams, project managers, and C-level executives
Orchestrate key touchpoints with customers from weekly status meetings to Executive Business Reviews
Act as the primary point of contact for customers, addressing inquiries, resolving issues, and proactively identifying opportunities for improvement
Demonstrate a deep understanding of the value-drivers of our products and the ability to help customers navigate and optimize their usage
Provide advice and educational materials to help customers understand and utilize the features and functionalities of the products
Stay up-to-date with the latest trends, like-technologies and happenings across cyber security
Be viewed as a trusted advisor with customers. Be the go-to partner for your set of assigned customers
Advocate for customer needs and feedback within the organization to drive product enhancements and improvements
Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure a unified approach in delivering customer success
Identify potential risks and challenges in customer relationships and work proactively to address them before they escalate

Fulltime

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Senior Manager of Customer Success

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