Senior Customer Success Manager

Customer Success Manager

As a Customer Success Manager (CSM), you'll be a trusted advisor and strategic partner to our customers, guiding them throughout their post-sales journey. Your mission is to ensure they achieve maximum value from our solutions by driving adoption, strengthening relationships, and helping them reach their business goals.

What You'll Do

• Partner with customers to define success plans, key objectives, and measurable outcomes.
• Build and maintain strong relationships with stakeholders at all levels, acting as a strategic consultant and advocate.
• Monitor account health, analyze usage trends, and proactively address risks to ensure long-term satisfaction and retention.
• Drive product adoption by helping customers unlock the full potential of our platform.
• Resolve escalations quickly and effectively by collaborating across internal teams.
• Lead renewal conversations while identifying opportunities for upselling and cross-selling aligned with customer needs.
• Collaborate with Sales, Product, Marketing, and other teams to deliver seamless customer experiences.
• Represent the customer's voice internally, sharing insights that shape product development and company strategy.
• Nurture customers into advocates who are eager to share their success stories.

What We're Looking For

• 5–10 years of experience in Customer Success, Account Management, or a related customer-facing role in SaaS or technology.
• Proven success driving renewals, account growth, and customer satisfaction.
• Exceptional communication skills—able to translate complex ideas into clear, actionable guidance.
• Strong relationship-building ability with a wide range of customers, from SMBs to large enterprises.
• Data-driven and detail-oriented, comfortable with reporting and analysis.
• Tech-savvy and quick to learn new platforms (experience with CRMs or customer success tools a plus).
• Adaptable multitasker who thrives in a fast-paced, dynamic environment.
• Bachelor's degree in Business Administration or equivalent experience.

Success Looks Like

• Customers consistently adopt and expand usage of our solutions.
• High retention and renewal rates driven by proactive engagement.
• Strong customer advocacy demonstrated through referrals, case studies, and testimonials.
• Internal teams benefit from customer insights that inform product innovation.
• You're recognized by customers as a trusted partner who adds measurable value to their business.

Why Introhive?

At Introhive, we believe people do their best work when they feel trusted, empowered, and supported. That's why we value outcomes over hours, curiosity over perfection, and collaboration over ego. You'll have room to grow, tools to succeed, and a team that's got your back.