Senior Customer Success Manager

Senior Customer Success Manager Location: EMEA (Oslo, Norway preferred; remote friendly) Reports To: Head of Customer Success Company Overview At Timely we are pioneering the future of work as the world’s smartest AI-powered time tracking platform. We empower businesses to seamlessly track time and project data with absolute precision, zero manual effort, and total ease. Our mission is to automate the friction of time tracking for companies of all sizes, ensuring their teams can focus on what truly matters: delivering great work. By leveraging AI to surface hidden productivity insights and capture every billable second, Timely is trusted by agencies, SaaS companies, consultancies, and premier professional service providers across the globe. Role Overview Timely is seeking a high-impact Senior Customer Success Manager to own, retain, and expand our highest-value accounts. In this role, you will not be a support resource. You will be a growth owner. You will act as a trusted advisor to senior executive stakeholders, drive complex rollouts, and systematically unlock net expansion revenue. Additionally, you will partner directly with our Sales team during the late stages of the sales cycle, serving as a critical "close asset" that gives top tier account prospects the confidence to sign. Key Responsibilities Strategic Growth & Commercial NRR Ownership Own the Top Tier Account Book: Take full relationship and revenue ownership of Timely’s largest, highest-potential accounts globally, carrying direct accountability for Net Revenue Retention (NRR) targets. Drive Net Expansion: Proactively identify cross-department upsell vectors, navigate complex procurement, and execute corporate-wide rollouts to systematically close seat expansion, upsell, and cross-sell pipeline. Executive Mapping & Multi-Threading: Build deep, multi-layered relationships across your portfolio. Move aggressively beyond a single point of contact to align with C-suite executives, business unit leaders, and key economic buyers to cement Timely as a long-term strategic vendor. Accelerate Top Tier Account Deals: Partner with the Sales team during late-stage cycles to meet with high-value prospects, present the post-sales success roadmap, and serve as a powerful differentiator to win deals. High-Impact Business Reviews: Establish and conduct structured, data-driven Quarterly Business Reviews (QBRs) and ROI presentations that tie Timely’s product adoption metrics directly back to the customer's high-level business outcomes and strategic goals. Top Tier Account Onboarding & Execution Flawless Onboarding Transitions: Lead complex implementations and proof-of-concept transitions, picking up the baton perfectly from Sales to ensure rapid time-to-value during the critical first 90 days. Deploy Scale Frameworks: Customize and execute Top tier account rollout frameworks to ensure smooth, organization-wide software adoption. Predictive Retention & Product Feedback Predictive Churn Mitigation: Establish and monitor proactive portfolio health indicators. Use AI-driven usage data and relationship signals to identify risks early and deploy mitigation strategies long before the renewal window. Product-Led Revenue Enablement: Act as the strategic bridge between our largest clients and internal Product/Engineering teams. Translate complex compliance, security, and feature requests into actionable roadmap inputs that unlock future Top tier account pipeline. Process Leadership: Partner with the Head of CS to design playbook iterations, scale departmental infrastructure, and mentor mid-market CSMs as the team grows. Qualifications Experience: 5+ years of experience in Customer Success, Strategic Account Management, or a commercial growth role, specifically within a B2B SaaS environment. Commercial Acumen: Proven track record of owning a quota, identifying expansion signals, navigating procurement, and driving expansion revenue. Executive Presence: Exceptional communication skills with a demonstrated ability to command a room, influence C-suite buyers, and manage complex stakeholder maps (champions, skeptics, and buyers). Project Management: Experience managing large-scale, multi-department software rollouts with strong change management skills. Domain Knowledge: Understanding of time-tracking, resource management, or professional services productivity workflows is highly preferred. Autonomy: Comfort working in a fast-paced, scaling environment, with the strategic maturity to build processes, not just follow them. Benefits We offer a flexible and remote-friendly work environment built around trust, autonomy, and the freedom to work from where you are most productive. You will have access to our cool, vibrant, and modern headquarters located right in the heart of Oslo. We provide a highly competitive salary along with a generous holiday and PTO package to ensure you can rest, recharge, and maintain a healthy balance. You will receive an extra dedicated day of paid leave every year to celebrate your birthday. We gather the global team together for annual company meetups to connect, collaborate, and celebrate in person. You will have the unique opportunity to completely shape the top-tier account framework of a fast-growing, global SaaS company.