Senior Customer Success Manager, Commercial

About the Role

We are seeking an experienced Senior Customer Success Manager to drive adoption, retention, and expansion within our Commercial client base. This is an exciting opportunity to be a key strategic partner for our high-value customers, ensuring they achieve maximum value from our platform.

Responsibilities

• Own and manage a portfolio of Commercial accounts, serving as the primary post-sales relationship owner.
• Develop and execute strategic success plans tailored to each customer's business objectives and desired outcomes.
• Proactively monitor customer health scores, usage patterns, and engagement to identify risks and opportunities.
• Lead Quarterly Business Reviews (QBRs) to demonstrate value realization, review performance metrics, and align on future strategy.
• Drive product adoption and feature utilization across the customer organization.
• Collaborate cross-functionally with Sales, Support, and Product teams to advocate for customer needs and resolve complex issues.
• Identify and nurture expansion opportunities (upsell/cross-sell) in partnership with the Sales team.

Requirements

• 5+ years of experience in Customer Success, Account Management, or a related client-facing role, specifically managing Commercial or Mid-Market accounts.
• Proven track record of meeting or exceeding retention and expansion targets.
• Exceptional communication, presentation, and negotiation skills.
• Deep understanding of SaaS business models and customer lifecycle management.
• Proficiency in using CRM and Customer Success platforms (e.g., Salesforce, Gainsight).
• Ability to travel occasionally for key customer meetings or company events (as required).

Nice-to-Haves

• Experience working with security, identity, or B2B SaaS products.
• Familiarity with subscription renewal processes and contract negotiation.
• Experience managing remote or globally distributed customer bases.

Role Impact

As a Senior CSM, you will directly influence customer lifetime value and serve as the voice of the customer internally, ensuring our product roadmap aligns with the needs of our most strategic commercial partners.