Senior Customer Success Manager
Raydar · San Francisco, California, United States ·
- Seniority
- Senior
- Employment
- Full time
- Category
- Customer success
- Experience
- 5+ years
About the company
Our client is a fast-growing software company.
The role
Raydar is recruiting for this role on behalf of our client. Lead a portfolio of strategic client relationships after sale, from launch through renewal and growth. Act as a trusted advisor to client leadership while channeling customer insight to internal product and delivery colleagues. Also shape the repeatable methods that help the function mature.
What you'll do
- Manage a book of complex accounts across several customer segments, from launch through renewal and expansion.
- Act as a trusted advisor to senior client stakeholders throughout the customer lifecycle.
- Oversee onboarding and training for newly launched customers, partnering with technical implementation colleagues.
- Drive net revenue retention goals by reinforcing value, spotting upsell opportunities and addressing churn risk early.
- Handle frontline support, including tickets, escalations and customer recovery.
- Relay customer feedback to product, engineering, sales and solutions colleagues to inform the roadmap.
- Create reusable guides, workflows and internal documentation for the team.
- Coach newer colleagues and set working standards as the group expands.
- Run business reviews and on-site client visits, and represent the company at industry events.
Requirements
What we're looking for
- 5 to 10 years in client-facing roles after the sale, such as account management, consulting or implementation.
- A record of keeping large, multi-stakeholder clients engaged, renewing and growing.
- Ability to explain technical product capabilities in plain language for business audiences.
- Comfort using AI tools in everyday work.
- Experience drafting team playbooks and coaching junior staff.
- Background in a young, fast-scaling technology business.
- A strategic, builder mindset.
- Ability to work hybrid in the listed locations and travel up to 25% for business.
Benefits
Compensation and benefits
- Base salary: USD 155,000 to 190,000 per year
- Equity
- Health, dental and vision coverage
- Retirement plan
- Unlimited paid time off
- Professional development budget
- Commuter benefits
Location and work model
- San Francisco, CA, United States (strong preference) or New York, NY, United States
- Hybrid
- Full-time