Senior Customer Success Manager

Senior Customer Success Manager (Sr. CSM)

The Senior Customer Success Manager (Sr. CSM) is responsible for owning the success and long-term value of the organization's most strategic and complex customer relationships. This role focuses on driving measurable outcomes, program adoption, and sustained engagement.

The Sr. CSM builds trusted advisor relationships with senior and executive stakeholders, proactively guiding clients to maximize the value of their commuter benefits programs. Working strategically with customers, the Sr. CSM identifies objectives, develops action plans, anticipates risks, and uses data and insights to ensure clients are achieving and exceeding their desired outcomes. The Sr. CSM also serves as a product advocate for the client, ensuring their needs and feedback inform ongoing product improvements and enhancements.

Partnering closely with a dedicated Account Manager who owns the commercial relationship, the Sr. CSM owns overall program health, employee adoption, and engagement. The role emphasizes proactive leadership, cross-functional collaboration, and accountability for retention, value realization, and client satisfaction across the most complex and high-impact accounts.

Essential Functions: Duties and Responsibilities

• Develop and manage strategic relationships with senior, executive, and multi-functional stakeholders across a portfolio of Tier 1 enterprise clients.
• Drive customer adoption, engagement, and Gross Revenue Retention (GRR) by increasing Unique Users and ensuring sustained program value.
• Build, execute, and maintain quarterly success plans aligned to each client's business objectives, outcomes, and success metrics.
• Monitor usage data, engagement trends, and customer health indicators to proactively identify risks, declines in engagement, and renewal concerns.
• Identify, escalate, and resolve complex client issues with urgency, clarity, and executive-level professionalism.
• Lead structured Quarterly Business Reviews (QBRs) that connect client goals, platform data, program outcomes, and actionable recommendations.
• Collaborate closely with Account Managers during renewal cycles by providing data-driven insights, relationship context, and customer success narratives.
• Coordinate cross-functional teams, including Implementations, Support, and Product, to deliver on client commitments and ensure a seamless customer experience.
• Develop and maintain internal champions and multi-threaded client relationships to mitigate risk and support long-term retention.
• Translate customer feedback, usage trends, and success insights into actionable recommendations that inform product improvements and roadmap priorities.
• Prepare and present executive-level summaries and reports on account health, program performance, and risk mitigation strategies.
• Identify opportunities for continuous improvement in customer success strategy, processes, and client engagement models.
• Perform other related duties as assigned.

Required Skills/Abilities:

• Proven ability to independently manage complex, enterprise-level customer relationships in ambiguous environments.
• Experience serving as a trusted advisor to senior and executive stakeholders across multiple organizational levels.
• Strong analytical skills with the ability to translate usage data and engagement metrics into actionable insights.
• Proven ability to proactively identify early risk indicators related to engagement, adoption, and renewal.
• Demonstrated success influencing customer outcomes through data-driven recommendations and consensus building.
• Entrepreneurial mindset with a strong sense of ownership, accountability, and proactive problem-solving.
• Strong understanding of customer adoption, retention drivers, and their impact on Gross Revenue Retention.
• Excellent communication, presentation, and relationship-building skills.
• Ability to collaborate cross-functionally to deliver on complex client commitments.
• High level of professionalism, resilience, and ability to manage multiple priorities in a fast-paced environment.

Education and Experience:

Required:

• Bachelor's degree in a related field, preferably Business Administration or related field. Equivalent combination of education and experience will be considered.
• A minimum of 5 years of experience in Customer Success or Account Management supporting enterprise or strategic accounts in SaaS.
• Experience working with large, complex organizations such as Fortune 100 companies.
• Strong understanding of how enterprise clients measure program success and employee engagement.

Preferred:

• Background in employee benefits, HR tech, fintech, or commuter/mobility programs.
• Experience with change management or large-scale rollouts.
• Track record of meeting or exceeding KPIs like adoption rates, client retention, and engagement metrics.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times
• Must possess the physical and mental abilities to perform the tasks normally associated with an office position that involves standing, sitting, reaching, manual dexterity to operate office machines, stooping, bending to handle files and supplies, and mobility to complete errands or deliveries
• May work at computer monitors for prolonged periods with danger of eye strain and muscle pain

Affirmative Action/ EEO Statement:

Edenred is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. Edenred is an Equal Opportunity/Affirmative Action Employer. No employee or applicant for employment will be discriminated against because of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, creed, citizenship status, age, marital status and/or any other Federal, State or Local legally protected classes. Edenred is committed to providing reasonable accommodation to individuals with disabilities.

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