Senior Customer Success Manager

We’re looking for a strategic and relationship-driven Senior Customer Success leader to join our team and guide some of ChurnZero’s largest and prestigious customers. In this role, you’ll serve as a trusted business advisor to executive stakeholders, drive long-term customer outcomes, and shape renewal and expansion strategies that deliver mutual value. You’ll use data, product expertise, and cross-functional collaboration to strengthen adoption, mitigate risk, and promote sustained success across the entire customer journey. If you excel at building high-impact partnerships and creating meaningful customer value and growth, we’d love to hear from you. Job Title: Senior Customer Success Manager Classification: Exempt Reports to: Manager, Customer Success Location: Remote - US-based Target OTE: $115 -125K annual OTE Responsibilities: Manage and grow relationships with a portfolio of large and complex accounts by acting as the customer’s strategic business advisor Deduct key objectives and recommend action plans that promote joint accountability and long-term success across the entire customer journey Establish long-term relationships with executive sponsors, POCs and other key stakeholders to drive outcomes that contribute to mutual success Develop complex renewal strategies and negotiations that aim to achieve mutual benefits for both the customer and for ChurnZero Build a strong pipeline of expansion opportunities by having value discussions within customers’ CX teams as well as other business units Adopt a data-driven approach to increasing product adoption through various enablement strategies, technical product knowledge and thought-leadership Ensure customer satisfaction by proactively addressing any issues or concerns Collaborate with sales and other teams to drive revenue growth Accurately and consistently forecast individual commercial performance and provide regular reports on account performance and customer feedback Strategic use of tools/processes to proactively anticipate and mitigate churn-risk or other obstacles that contribute to the customer’s success Actively participate in the ChurnZero customer community as well as attend/host local ChurnZero events Qualifications: Minimum of 7 years proven experience in customer success or account management Experience with CSPs (strong preference for ChurnZero) and CRMs (Salesforce, Hubspot, etc) Ability to use time productively and efficiently using the tools and resources available Strong communication and negotiation skills Ability to think strategically and identify revenue growth opportunities Energetic and self-motivated; a team player who is also a proactive and creative problem solver Ability to work independently and manage a large portfolio of large accounts Bachelor's degree or equivalent experience in a related field About ChurnZero ChurnZero is the AI-powered platform and partner for customer growth, engineered for customer teams to deliver more recurring revenue and customer value at scale. ChurnZero's customer growth software connects proprietary Customer Success AI™, analysis, and automation to the customer experience, enabling personalized in-app communication, advanced health scoring, actionable reporting, accurate revenue forecasting, and scalability across every stage of team maturity. ChurnZero's team prides itself on being a top-rated partner, consultant, and coach to customer teams worldwide. Founded in 2015, ChurnZero is a remote-first company with headquarters in Washington, D.C.