Senior Customer Success Manager

You will own a portfolio of B2B customers and guide them through implementation, adoption, renewal, and expansion. You will build account plans, manage day-to-day communication, coordinate technical partners, track commitments, identify risks, and prepare renewals. You will also improve customer-success guidance, handoffs, onboarding practices, and playbooks.

Responsibilities

• Own relationships, account plans, customer communication, and commercial readiness for an assigned customer portfolio
• Build implementation and account plans with milestones, owners, dependencies, and decision dates
• Coordinate onboarding with Sales and Customer Engineering
• Manage dependable customer communication and set clear next updates
• Drive adoption by identifying stalled implementations, weak engagement, and unrealized use cases
• Prioritize work across accounts based on customer impact, revenue, growth potential, urgency, and implementation complexity
• Coordinate technical work with Customer Engineering, Support, Product, and Engineering
• Prepare and execute renewals, including forecasting, recommendations, negotiation, and commercial approvals
• Identify qualified expansion opportunities and bring them to the appropriate commercial owner
• Maintain current account records covering objectives, implementation status, usage, sponsors, risks, commitments, and decisions
• Improve guidance, onboarding practices, adoption playbooks, and renewal playbooks

Requirements

• Experience independently managing a portfolio of B2B customers through implementation, adoption, and renewal
• Experience with APIs, AI, infrastructure, developer tools, or another technical product
• Commercial judgment connecting product performance, usage, customer economics, sponsorship, and business value to retention and expansion
• Technical fluency to understand integrations, gather evidence, and work credibly with engineers
• Strong follow-through across multiple accounts and internal teams
• Clear writing and sound judgment in difficult customer conversations
• Ability to prioritize competing demands, challenge ineffective solutions, and set realistic expectations
• Experience improving processes and establishing useful structure