Job description

JOB MISSION We're looking for a Senior Customer Success Manager to join our Customer Experience team. In this role, you'll be the strategic partner our customers rely on to drive real business outcomes — not just platform adoption. You'll own the full customer relationship, from implementation handoff through renewal and expansion, and serve as a trusted advisor to HR, Finance, and People leaders at organizations of all sizes. We will measure your success through: - Gross Revenue Retention (GRR) - Net Revenue Retention (NRR) - Overall customer health and successful outcomes - Renewal outcomes and forecasting accuracy - Following risk mitigation frameworks and playbooks WHAT YOU'LL OWN Relationship & Retention - Your book of business will be a book of approximately 20-25 accounts mostly in mid-market segment with a few enterprise accounts. - Build and maintain strong relationships between ChartHop and executive buyers, senior decision-makers, and multiple stakeholders across each account — mapping champions, detractors, and key contacts to protect against turnover risk - Consistently facilitate strategic discussions involving leadership to mitigate risk and drive internal alignment and focus - Initiate renewal discussions and fully own renewal narrative, strategy and execution - Drive and facilitate fast, coordinated resolution of escalations — flagging risks early, delegating internally, and communicating clearly until resolution is achieved - Proactively identify and mitigate risk before it compounds by surfacing feedback across internal teams and actioning information Value & Adoption - Define and track customer success metrics tied to each customer's business goals — not just platform usage - Ensure successful outcomes on key use cases and planning cycles; validate impact through retros (formal or informal) - Drive adoption of retention-critical features and identify opportunities to expand accounts through additional modules or deeper use of contracted modules - Serve as a product subject matter expert and workflow consultant — helping customers construct their desired workflows while owning final review to prevent data exposure risks or configuration gaps - Own the customer enablement strategy: onboard, train, and coach customers to operate ChartHop independently as admins and users, supported by enablement documentation Strategic Oversight - Own the implementation-to-CSM handoff, absorbing full account context to ensure continuity - Be the structured voice of the customer internally — bringing product feedback, trends, and insights to Product and Engineering - Partner closely with Sales, Support, and Product to drive customer outcomes through clear, direct communication REQUIREMENTS - 5+ years in Customer Success, SaaS consulting, or a related field - Proven track record of owning enterprise customer relationships, including renewals and commercial negotiations - Strong executive presence — comfortable managing relationships with C-suite and VP-level stakeholders - Experience with SaaS implementations, project management, and cross-functional collaboration - Ability to understand and consult on complex workflows across People, Finance, and Recruiting functions - Proficiency translating customer needs into product feedback and strategic recommendations - Experience at a high-growth startup (nice to have) Application deadline: Monday October 26th Although we list what we generally look for, we are very likely missing other attributes and skills that you have that could make you a great addition, but are not currently listed. Research has shown this especially applies to women and other marginalized groups, who tend to apply only if they check 100% of every box, while others apply when they meet roughly 60%. The point: it does not hurt to take a chance and apply. We are an inclusive employer and value diversity at our company.

Requirements

Must-haves

Gross Revenue Retention (GRR)
Net Revenue Retention (NRR)
Overall customer health and successful outcomes
Renewal outcomes and forecasting accuracy
Following risk mitigation frameworks and playbooks
Relationship & Retention
Your book of business will be a book of approximately 20-25 accounts mostly in mid-market segment with a few enterprise accounts.
Consistently facilitate strategic discussions involving leadership to mitigate risk and drive internal alignment and focus
Initiate renewal discussions and fully own renewal narrative, strategy and execution
Drive and facilitate fast, coordinated resolution of escalations — flagging risks early, delegating internally, and communicating clearly until resolution is achieved
Proactively identify and mitigate risk before it compounds by surfacing feedback across internal teams and actioning information
Value & Adoption
Define and track customer success metrics tied to each customer's business goals — not just platform usage
Ensure successful outcomes on key use cases and planning cycles; validate impact through retros (formal or informal)
Drive adoption of retention-critical features and identify opportunities to expand accounts through additional modules or deeper use of contracted modules
Serve as a product subject matter expert and workflow consultant — helping customers construct their desired workflows while owning final review to prevent data exposure risks or configuration gaps
Own the customer enablement strategy: onboard, train, and coach customers to operate ChartHop independently as admins and users, supported by enablement documentation
Strategic Oversight
Own the implementation-to-CSM handoff, absorbing full account context to ensure continuity
Be the structured voice of the customer internally — bringing product feedback, trends, and insights to Product and Engineering
Partner closely with Sales, Support, and Product to drive customer outcomes through clear, direct communication
5+ years in Customer Success, SaaS consulting, or a related field
Proven track record of owning enterprise customer relationships, including renewals and commercial negotiations

Nice-to-haves

Experience at a high-growth startup (nice to have)

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: ashby
Effort: quick