Senior Customer Success Manager (Full Cycle)

The Senior Customer Success Manager will de-risk and recover at-risk accounts by triaging risks, aligning with executives, crafting save plans, and driving recovery. They will build and operationalize a de-risking program, create and execute success plans aligned with customer goals, and guide customers through onboarding and adoption with a focus on value realization. Responsibilities include monitoring adoption signals, balancing strategic 1:1 planning with digital initiatives, and collaborating with Support, Product, and Sales to address feedback and reinforce value. The role also involves owning renewals end-to-end, including strategy, negotiation, and securing signatures, while maintaining accurate forecasts. Stabilized accounts will be transitioned to the Growth team, and accurate system records must be maintained in Salesforce. Contributions to the Digital CS roadmap by translating customer insights into strategies and content are also expected.